Customer Support Lead at Aftershoot

New Delhi, delhi, India -

Full Time

Start Date

Immediate

Expiry Date

10 May, 26

Salary

0.0

Posted On

09 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, CX Experience, Support Operations, Shift Scheduling, Queue Management, SLA Ownership, Escalation Handling, Quality Assurance, Team Coaching, Cross-Functional Coordination, Analytical Mindset, Communication Skills, Training, Onboarding, Process Improvement, Documentation

Industry

Software Development

Description

At Aftershoot, we’re building more than just AI tools; we’re building a global community of photographers who spend less time behind their screens and more time behind the lens. Every feature we create, every update we ship, is designed to make post-processing easier, faster, and smarter for photographers around the world. From culling to editing to retouching. Our AI tools do all the heavy lifting, so photographers can focus on what they do best: capturing moments, telling stories, and creating magic. We’re a fast-growing, passionate team backed by thousands of photographers and double-digit ARR. But we’re just getting started. Our mission is clear: solve the biggest pain points in photography, and keep evolving with photographers who use our tools daily. If you care deeply about building meaningful products, working with curious and driven teammates, and being part of a team that genuinely loves what they do, we’d love to meet you. Let’s create the future of AI in photography, together. 🚀 Your Mission We’re looking for a Customer Support Lead to build, guide, and scale Aftershoot’s global Support team. You’ll be in the trenches with the team—ensuring high-quality support, handling escalations, and keeping our customers delighted while building a scalable support function for the future. In this role, you’ll own support operations and quality: leading the team, resolving escalations, ensuring smooth shifts, and providing actionable insights from tickets to Product & Engineering. 🎯 What You Will Be Doing Own the entire Support operations—from day-to-day queue management to long-term process improvements. Schedule and manage shifts to ensure round-the-clock coverage and balanced team bandwidth. Lead and mentor the Support team—building a culture of empathy, accountability, and growth. Be on shift with the team to monitor queues, resolve escalations, and balance workloads. Conduct regular quality checks on support interactions and coach the team for continuous improvement. Coordinate between Support, Product, and Engineering teams to escalate bugs, surface recurring issues, and close feedback loops. Provide insights from tickets to identify trends, customer pain points, and product gaps. Help with training, onboarding, and upskilling junior hires to strengthen the support function for the future. Streamline support processes, documentation, and tooling to improve speed and efficiency. 💪 What We’re Looking For 6–7 years of Customer Support / CX experience, with 2+ years managing a support team. Strong background in support operations: shift scheduling, queue management, and SLA ownership. Proven success in escalation handling, quality assurance, and team coaching. Experience coordinating across cross-functional teams (Support, Product, Engineering). Analytical mindset to extract insights from support data and tickets. Excellent communicator who can simplify complex issues for both customers and internal stakeholders. Comfortable rolling up your sleeves—balancing strategy with hands-on leadership. Bonus: Experience in B2C SaaS, especially creative/photography tools. What Happens After You Apply? 1️⃣ Phone Screen – If your profile looks like a fit, our People team will reach out for an intro call. 2️⃣ Team Interview – Chat with one of your future teammates to dive deeper into your experience. 3️⃣ Task Round – Show us how you think and solve a real-world problem. 4️⃣ Bar-Raiser Interview – Meet our leadership team for a final evaluation. 5️⃣ Offer! – If it goes well, we’ll extend a formal offer and welcome you on board. You will work with: Captain: Trey Teammates: Renato, Abraham, and the rest of the Aftershoot team.

Responsibilities

The Customer Support Lead will own the entire support operations, manage shifts, and ensure high-quality support while mentoring the team. They will also coordinate between support and product teams to provide actionable insights and improve processes.