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Dot Ai

Customer Success Lead

Dot Ai
Bengaluru, India
Fresher
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  • Posted a month ago
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Job Description

  • Establish, own, and continuously optimize the end-to-end customer support process for a cloud-based software platform.
  • Manage daily support operations, ensuring timely, high-quality responses across tickets, live channels, and customer interactions.
  • Provide hands-on support for complex SaaS issues, including configuration, integrations, and platform troubleshooting.
  • Lead and participate in a 24/7 on-call rotation to manage urgent incidents, outages, and high-priority escalations.
  • Monitor platform SLAs, KPIs, system health dashboards, and alerts, taking proactive action to prevent customer impact.
  • Coordinate follow-the-sun global support, ensuring seamless handovers between regions and consistent service delivery.
  • Drive incident management and post-incident reviews, delivering root-cause analysis (RCA) and corrective actions.
  • Implement support tools, automation, knowledge-base improvements, and workflow enhancements to increase efficiency and reduce ticket volume.
  • Collaborate closely with Product, Engineering, and Cloud Operations teams on escalations, new features, and recurring issues.
  • Coach, mentor, and develop support team members, reinforcing customer-centricity and operational excellence.

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Customer Support
Employment Type:
Full time

About Company

Dot Ai

Job ID: 142595605

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Last Updated: 15-02-2026 10:52:56 PM
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