AiSensy is the WhatsApp marketing infrastructure powering thousands of Indian businesses - from fast-growing D2C brands to enterprise clients.

We're a Meta Business Partner, and our platform handles everything from campaign broadcasting to AI chatbots and WhatsApp payments.

As Head of Operations, you will be the operational backbone of AiSensy. You'll own the entire customer lifecycle from the moment they sign up to the point they become deeply embedded power users and you'll build the systems, teams, and culture that make that experience exceptional at scale.

This is a role for someone who is equal parts strategist and executor - someone who can draft an SOP in the morning and coach a support agent in the afternoon.

Your four pillars:

Customer Onboarding
Customer Support
System & Processes
Team Leadership

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 teams.
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.

Kindly fill in the below detail. The interview round is primarily based on this screening form.

Head of Operations - AiSensy