{"id":3273262,"url":"https://alion.io/job/carcutter-customer-support-automation-lead","title":"Customer Support & Automation Lead","company":{"id":2349924,"name":"CarCutter","domain":"carcutter.com","url":"https://alion.io/company/carcutter","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":51,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":18500,"max_usd":47000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":14},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":true},{"name":"Copilot","optional":true},{"name":"Zapier","optional":true}],"status":"live","first_seen_at":"2026-10-19T15:17:58Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-28T22:25:00Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About CarCutter\nCarCutter is a leading SaaS solution for automotive image enhancement. Our technology helps dealerships and marketplaces create high-quality vehicle imagery at scale through mobile image capture and AI-powered image processing.\nAbout the Role\nWe are looking for a permanent Customer Support & Automation Lead to lead and transform our Care function.\nThis is a hands-on leadership role combining team management, operational excellence, automation, and AI adoption. You will help build a more scalable, efficient, and data-driven support organization while maintaining a high-quality customer experience.\nYou will report to the Head of Customer Experience and Operations, based in Paris, France, and work closely with Customer Success, Product, Engineering, Sales, and Operations.\nThe position is based in Bengaluru, India.\nKey Responsibilities\nLead, coach, and develop the Care team, creating a culture of ownership, quality, and continuous improvement.\nManage daily support operations, workload distribution, ticket prioritization, escalations, coaching, and performance reviews.\nAssess and improve support processes, workflows, tools, and team capabilities.\nOwn the roadmap for support automation and AI adoption.\nImprove the use of Zendesk workflows, triggers, views, macros, automations, reporting, and integrations.\nIdentify opportunities to automate or simplify repetitive support activities.\nEvaluate and implement AI-assisted capabilities such as response suggestions, ticket summaries, knowledge recommendations, translation, customer context consolidation, automated quality evaluation, and AI-powered support experiences.\nMaintain a structured knowledge base, including SOPs, troubleshooting guides, response templates, and escalation procedures.\nDefine and monitor key support metrics, including response and resolution times, SLA compliance, customer satisfaction, backlog, escalation rate, automation rate, and quality scores.\nUse support data to identify recurring issues and turn insights into coaching, process, and product improvements.\nAct as the escalation point for complex or high-impact customer issues.\nWork with Product and Engineering to communicate recurring customer problems and follow technical issues through to resolution.\nPrepare regular support performance and improvement reports for the Head of Customer Experience and Operations.\nRequired Experience and Skills\nSeveral years of experience in customer support, customer operations, or Care, including experience leading a support team.\nStrong hands-on experience with Zendesk is required, including workflows, triggers, views, macros, automations, reporting, or integrations.\nProven experience improving support processes and operational efficiency.\nPractical experience using, testing, or implementing AI tools in a customer support environment.\nStrong understanding of support KPIs, SLAs, quality assurance, and customer experience measurement.\nExperience managing escalations and collaborating with Product, Engineering, Customer Success, or Sales.\nExcellent written and verbal communication skills in English.\nAbility to use data to identify problems and guide operational decisions.\nNice to Have\nKnowledge of HubSpot and/or Zoho.\nExperience with Zendesk AI, Copilot, AI agents, chatbots, Make, Zapier, APIs, or webhooks.\nExperience with knowledge management, technical support, SaaS products, or automated quality assurance.\nExperience in the automotive, marketplace, imaging, or AI industry.\nPersonal Qualities\nYou are a people-focused leader with a hands-on, structured, and analytical mindset. You are curious about technology, comfortable challenging existing processes, and able to distinguish useful AI applications from unnecessary complexity.\nYou take ownership from idea to implementation, communicate clearly with both frontline teams and senior stakeholders, and understand that automation should improve, not diminish, the customer experience.","description_format":"text","description_chars":3962,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"},{"name":"France","iso":"FR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Photo & Video Editing Software"],"lifecycle":[{"event":"open","at":"2026-10-26T12:50:05Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":8,"expected_fill_days":51,"reasons":["conf:14","win:early"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/carcutter-customer-support-automation-lead","json_url":"https://alion.io/job/carcutter-customer-support-automation-lead.json","meta":{"generated_at":"2026-10-29T04:02:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6194,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2349924},"rest":"https://alion.io/mcp/rest/get_company?id=2349924"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcarcutter-customer-support-automation-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcarcutter-customer-support-automation-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcarcutter-customer-support-automation-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/carcutter-customer-support-automation-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcarcutter-customer-support-automation-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3273262}},{"tool":"search_jobs","arguments":{"company":"carcutter.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3273262},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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