Customer Support Lead at Marvin – Remote, Delhi

About HeyMarvin

HeyMarvin is one of the fastest-growing research platforms in the galaxy. Some of the largest companies (such as Microsoft, Best Buy, LinkedIn, Sonos, and 7-11) use HeyMarvin as their secret weapon for building customer-centric solutions.

Funded by notable investors like OpenAI CEO Sam Altman and first PayPal board member Scott Banister, HeyMarvin is an AI-native research system that integrates all your customer feedback and research into one central, searchable hub — so anyone can get the answers they need, when they need them.

We are headquartered in Oakland, CA, with more than 100 passionate employees across three countries. We're united by our mission: To build a future where every strategic business decision is grounded in the voice of the customer.

For more info, visit www.heymarvin.com.

About the Role

We’re looking for our first Support Leader to build and scale HeyMarvin’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.

• Build and lead HeyMarvin’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 HeyMarvin’s brand voice and values.

• 10+ years of experience in customer support, at least 3 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 HeyMarvin-y.

This is a high-impact, high-visibility role where you will directly influence our company’s revenue growth and customer success. You will be the go-to expert who defines how our customers and internal teams understand and use our product.