Customer Support Lead
Marvin
Customer Service
Delhi, India · Remote
Posted on Aug 23, 2025
At Marvin, we believe understanding your customers should be part of every company’s DNA. Our AI-powered research and insights platform makes it easier than ever for teams to collect, organize, analyze, and share customer feedback. We’re looking for our first Customer Support Lead to build and scale Marvin’s support function from the ground up.
The Role
We’re looking for our first Support Leader to build and scale Marvin’s support function. You’ll own the end-to-end support experience for our customers — from designing processes to hiring the team, defining KPIs, and working cross-functionally with Product, Sales, and Customer Success.
This is not a “keep the lights on” role. It’s about building — support systems, playbooks, and culture — so our customers get help that’s fast, empathetic, and insightful.
What You’ll Do
- Build and lead Marvin’s support team — recruiting, onboarding, and coaching high-performing support specialists.
- Define and implement scalable processes (ticketing, SLAs, escalation paths, feedback loops).
- Be hands-on at the start: resolve customer issues across channels (chat, email, in-app, phone), ensuring high CSAT.
- Partner with Product & Engineering to turn customer pain points into product improvements.
- Establish support metrics and reporting (response times, resolution times, CSAT, % deflection).
- Create a customer-first culture where every interaction reinforces Marvin’s brand voice and values.
About You
5–8+ years of experience in customer support, at least 2 years in a leadership role (startup or SaaS strongly preferred). You’ve built and led support teams — from hiring to coaching to creating a great culture.
You can design processes that scale: ticketing, SLAs, escalation, feedback loops.
You’re customer-obsessed and know how to balance empathy with speed.
You’re fluent in support tools ( bonus points for knowing your way around Intercom) and love automating the boring stuff.
You know your way around KPIs (CSAT, FRT, resolution time, deflection %) and can explain why they matter.
You play well with others — CS, Product, and Engineering are your natural partners.
You’re excited to be hands-on at first (yes, taking tickets) while building the foundation for scale.
You thrive in startup mode: ambiguity, fast changes, no playbook.
You communicate with clarity (and a little wit) — making sure our support voice feels warm, human, and Marvin-y.
Why You’ll Love Working Here
Impact: Be the founding leader of Marvin’s support function.
Growth: Shape systems, culture, and a team that scales with us.
Flexibility: Remote-first with global teammates.
Culture: We’re witty, warm, and a little wacky (in the best way). You’ll fit right in if you love building and don’t take yourself too seriously.
About Marvin
Companies have mountains of customer data, but most of it is hard to find or use. Marvin makes it simple: one centralized repository powered by AI so teams can search, connect, and act on insights in minutes. Our customers range from scrappy startups to global enterprises, all using Marvin to make smarter, user-centric decisions.