Associate Director - Customer Support
Spyne
Customer Service
Gurugram, Haryana, India
Posted on Mar 31, 2026
About Spyne
Spyne is rebuilding the $12B+ automotive software stack from the ground up, giving dealers the AI-powered tools they need to sell more cars, faster. Founded by ex-Amazon, Cox, and OYO operators, Spyne has grown 30x in under three years and now serves 1,500+ dealerships across the US.
The company entered the market through Studio AI, a visual merchandising platform powered by 80+ proprietary AI models that transforms raw car photos into studio-quality images, 360-degree spins, and videos in minutes. Deeply integrated with 60+ dealer tools - from DMS and CRM platforms to major automotive marketplaces - Studio AI became the trusted foundation inside dealer workflows nationwide.
Now Spyne is breaking into a much larger opportunity with Vini AI, a Conversational Voice AI agent that handles inbound and outbound calls, books test drives, follows up on leads, and manages service appointments - 24/7, without human intervention. Vini bookings have grown 7x in six months, and dealers who add Vini on top of Studio see ACV expansions of 4–7x. Together, the two products are converging into a full-stack Retail AI platform covering inventory management, digital retail, and customer relationship management.
Backed by Accel, Vertex Ventures, and Storm Ventures, Spyne is targeting $50M ARR by end of 2026 - and positioning itself to become the category-defining AI platform for the modern dealership.
Why This Role Exists
We are not building another helpdesk team. We are building an AI-first support engine where 70–80% of dealer queries are resolved autonomously, and the human team operates as a high-context, product-embedded escalation layer. The person in this role will architect that system from scratch.
At Series B, customer support transitions from a reactive function to a strategic growth lever. The best vertical SaaS companies at this stage – companies like Harvey, MaintainX, ServiceTitan, and Procore – treat support as a product-embedded, data-driven operation that directly impacts net revenue retention, expansion velocity, and product roadmap. We need a leader who sees support not as ticket management but as a system design problem – someone who can wire together AI automation, product telemetry, and human escalation into a seamless, self-improving machine.
This role exists specifically because the next phase of Spyne’s growth demands a fundamentally different approach: one where the support leader is as fluent with Claude Code, API integrations, and workflow automation as they are with CSAT scores and SLA management.
What You Will Own
1. AI-First Support Architecture
- Design and build the full automation stack — AI agents for L1 resolution, intelligent routing, auto-triage, proactive issue detection — and personally deploy and iterate on workflows using Claude Code, Cursor, Windsurf, or equivalent. Hands-on, not just directing others. Target: 70%+ autonomous resolution rate within 12 months.
- Build and maintain the knowledge graph that powers AI resolution: product documentation, troubleshooting playbooks, dealer-specific context, and edge case libraries — benchmarked against best-in-class vertical SaaS peers, not generic chatbot deflection.
2. Support Process & System Design
- Own the entire support system configuration end-to-end — ticketing, CRM integration, SLA engine, routing rules, escalation trees, CSAT/NPS loops — and design tiered architecture (L0-AI, L1, L2-Product, L3-Engineering) with crisp handoff protocols and feedback loops into AI training data.
- Build real-time operational dashboards and implement structured QA processes: conversation scoring rubrics, AI accuracy audits, and continuous improvement cadences across queue health, resolution times, and agent productivity.
3. Scale Operations
- Build a support org that handles 3–5x dealer volume without linear headcount growth — including hiring, onboarding, and training playbooks for AI-augmented agents who QA AI outputs and contribute to the knowledge base, not traditional script-readers.
- Establish cross-timezone coverage models (US dealers, India ops) with on-call and escalation protocols, while driving unit economics: reducing cost-per-resolution QoQ and improving CSAT and first-response time.
4. Product & Engineering Partnership
- Operate as the voice of the dealer inside Product and Engineering — run a structured bug-to-feature pipeline, classify support data into bugs, feature requests, UX friction, and documentation gaps, and present prioritized insights in weekly product syncs.
- Deeply understand Spyne's product suite (Studio AI, Vini AI, CRM, IMS) at a systems level — data flows, API integrations, configuration logic — and ensure every feature launch has day-zero support readiness: updated docs, trained AI, prepared agents.
5. Cross-Functional Integration
- Partner with Customer Success on account health scoring and churn risk signals, and with Onboarding to design support touchpoints during the critical first 90 days of dealer activation.
- Feed support intelligence into GTM and Engineering: post-sale objections, confusion-driving features, support-to-churn correlations, incident severity levels, and post-mortem processes.
What We Are Looking For
Must-Have
- 7–12 years in Customer Support / Support Operations at a B2B SaaS company, with at least 3 years in a leadership role (Manager+ level) owning team, process, and tooling.
- Hands-on, demonstrable experience building automations using AI coding tools: Claude Code, Cursor, Windsurf, Replit Agent, GitHub Copilot, or similar. You should be able to write and ship automation workflows yourself, not just spec them for engineers.
- Deep expertise in configuring and administering support platforms (Intercom, Zendesk, Freshdesk, or equivalent) at the system-settings level: workflows, automations, routing rules, SLA policies, custom objects, API integrations, reporting.
- Strong understanding of AI/LLM-powered support tools: retrieval-augmented generation (RAG), knowledge base architecture, conversation design, AI agent training and evaluation, hallucination management.
- Experience scaling a support function through a high-growth phase (3x–10x customer base growth) while maintaining or improving service quality metrics.
- Product and technical fluency: you can read API documentation, understand data models, navigate a product’s backend configuration, and hold your own in conversations with engineers.
- Structured operator: you think in systems, processes, and feedback loops – not just firefighting. You document, you measure, you iterate.
Strong Preferences
- Experience in vertical SaaS (automotive, real estate, logistics, or similar operationally complex industries where the customer is a business operator, not a consumer).
- Familiarity with automotive dealership workflows: inventory management, vehicle merchandising, service scheduling, lead management, DMS/CRM ecosystems.
- Prior experience working in an India-HQ company serving US customers, with comfort navigating timezone overlaps and cultural context switching.
- Track record of building support as a product feedback engine that demonstrably influenced roadmap decisions.
- Experience with voice AI or conversational AI products (not just text-based support).
- Comfort with data analysis: SQL or BI tool proficiency to self-serve insights from support data without depending on a data team.
What Makes This Role Different
This is not a traditional Head of Support hire. At most Series B companies, this role gets defined as “scale the team, manage SLAs, keep CSAT high.” That’s table stakes. At Spyne, the mandate is fundamentally more ambitious:
- You are an automation-first builder. You will personally prototype and ship AI workflows using Claude Code or equivalent tools. You are not waiting for Engineering to build your automations – you are building them, testing them, measuring them, and then partnering with Engineering to productionize the best ones.
- You are a systems thinker who owns configuration. You don’t just use Intercom – you architect it. Routing logic, custom attributes, SLA enforcement, API webhooks, reporting dimensions. You are the admin, the architect, and the optimizer.
- You are product-embedded. You sit in product reviews, understand the data model, know how Studio AI processes a vehicle image end-to-end, and can explain why Vini AI’s call routing works the way it does. Support at Spyne is a product function, not a service center.
- You are building for 10x scale. Every process you design, every workflow you ship, every hire you make is evaluated against the question: does this break at 5,000 dealers? At 10,000? If the answer is yes, you redesign before you ship.