Customer Support Lead

Company Overview

Insait is a high-growth B2B SaaS company redefining workflow automation for financial institutions through Vertical Gen AI. We build solutions that automate complex customer-facing and internal processes within regulated environments, delivering measurable business outcomes.

With a dedicated team of 20 and an established Product-Market Fit (PMF), we are currently serving dozens of financial institutions. We are now shifting gears from early traction to rapid scale, seeking a revenue leader to architect our expansion into the broader enterprise market.

We are seeking a Customer Support Lead to establish and build our customer support function from the ground up. This role will begin as an individual contributor responsible for creating the operational foundation of our support organization while providing hands-on technical support to our customers. As the company grows, this position will evolve into a leadership role managing a growing support team.

• Design and implement support operations from scratch—tech stack, workflows, processes, SLAs, and metrics
• Build scalable multi-timezone support systems for US and Australian market expansion
• Provide hands-on technical support, serving as primary point of contact for customer inquiries
• Troubleshoot complex technical issues and collaborate with engineering on escalations
• Create comprehensive documentation, knowledge bases, and internal resources
• Identify customer trends and communicate insights to product and engineering teams
• Develop hiring criteria, onboarding programs, and training materials for future team growth
• Establish support culture and quality standards that will scale with the company
• Transition into management role as the team expands

• 5+ years in technical customer support with 2+ years in senior/lead capacity
• Proven experience building support operations or processes from scratch
• Strong technical background with ability to understand and support AI/ML products
• Hands-on experience with support platforms (Zendesk, Intercom, Salesforce Service Cloud, etc.)
• Excellent written and verbal English communication
• Big-picture thinker with ownership mentality—strategic thinking paired with flawless execution
• Self-starter comfortable with ambiguity and fast-paced startup environments
• Experience with APIs, debugging tools, and technical troubleshooting (preferred)
• B2B SaaS or AI/ML product support experience (preferred)
• Previous support team building or management experience (preferred)



Why Join Insait?

• Impact: Join at the critical inflection point where your strategy will directly shape the future of the company.
• Innovation: Sell a product at the cutting edge of Vertical Gen AI—a technology currently transforming the financial sector.

Culture: A collaborative environment that values ownership and tangible results.