Head of Operations

About AiSensy

AiSensy is a WhatsApp-based Marketing & Engagement platform empowering 210,000+ businesses, including leading brands like Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, PhysicsWallah, and Cosco, to grow their revenues via WhatsApp.

• 800+ Crore WhatsApp messages exchanged yearly between businesses and users via AiSensy
• Trusted by top brands like Delhi Transport Corporation, Vivo, PhysicsWallah & more
• Businesses drive 2580% of revenues using AiSensy
• Backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors

The Opportunity

• Work with a dynamic, fast-growing team obsessed with customer happiness.
• Gain hands-on experience in building and optimising support systems and processes.
• Collaborate closely with founders and leaders, sharing insights and receiving direct feedback.
• Be part of a mission-driven startup shaping the future of WhatsApp-led engagement

Responsibilities

• End-to-end customer onboarding. WhatsApp Business API setup, KYC, Meta Business Manager verification.
• Owning and continuously shortening the customer onboarding funnel in collaboration with product and engineering.
• Leadership of our customer support team.
• Building fraud prevention protocols to protect AiSensy and our ecosystem.
• Leading, hiring, and motivating a high-performance support team.
• Creating KPIs, running performance reviews, and making wins visible.
• Building AI-powered support solutions - bots, automation, smart deflection.
• Conduct regular quality audits and technical troubleshooting sessions to maintain world-class service standards.
• Translating customer pain points into product improvement recommendations.
• Designing dashboards that surface agent performance, ticket trends, and process gaps.

Qualifications

• 8-12 years in operations, customer support, or growth - ideally in SaaS or software based products with 3+ years in leading large operations team.
• Experience in leading teams and providing customer experience in a high volume environment.
• Experience building and leading operations and support teams from scratch.
• Experience handling a team of at least 40+ folks.
• Strong analytical mindset - you turn data into decisions, not just reports.
• Familiarity with AI tools for customer support and automation.
• Structured thinker who sees SOPs as a leadership tool, not a chore.
• Familiarity with support tools such as Intercom, MyOperator, Freshdesk, etc.
• Customer-first attitude with a passion for solving problems and turning feedback into brand advocacy.
• Process driven mindset and a knack of continuous improvement to improve efficiency.

Why Join Us?

• Be part of a supportive and innovative environment that values growth.
• Opportunity to lead impactful projects and shape customer experiences in a scaling organisation.
• Directly contribute to the success of brands, generating a large share of revenues via AiSensy.
• Grow your career in a company where customer satisfaction is the top priority