Customer Support Manager (India, Chennai)

About GoCharting

GoCharting is a web-native charting and trading workflow platform with institutional-grade orderflow and DOM tools — footprint/cluster charts, volume/market profile, cumulative delta, imbalance charts, DOM trading. We are the only platform that delivers these capabilities fully on the web. Comparable to TradingView for general charting, but differentiated as the leader in the professional orderflow niche. PE-acquired and funded in 2025, profitable, 3M+ registered traders globally, with a mandate to scale 10x over 4 years.

The Role

This is a hands-on, player-coach role that owns the quality and speed of customer support for a global base of traders. Support is one of the clearest places we can move the needle: our customers are demanding, the product is technical, and our public reputation (Trustpilot 2.7/5) tells us we are not yet meeting the bar. Your job is to change that.

You will personally handle high-priority and complex tickets while building and coaching a small (and growing) support team to the highest standard of reply quality, accuracy, and tone. You will run our support operation in Intercom — inbox, Fin AI, Help Center, and workflows — across email, in-app chat, and WhatsApp, with clear SLAs and the metrics to prove we hit them. You report into the Customer Experience function and work closely with Product, Engineering, and Community to turn recurring pain into fixes. In year one, success looks like consistently fast, high-quality responses, a measurable climb in our Trustpilot and CSAT scores, and a support team that scales without losing its standards.

What you'll do

• Be the player-coach — personally own high-priority (P1/P2) and complex tickets to the highest standard, while managing and coaching the support team (currently two agents, growing)
• Run the Intercom operation — own the inbox, routing, SLAs, macros, Help Center, and the Fin AI setup and training (knowledge base, answers, resolution quality) across email, in-app chat, and WhatsApp
• Set and hold the quality bar — define what a great reply looks like, build QA scorecards, review and coach on real tickets, and keep tone, accuracy, and completeness consistently high
• Own the SLAs and the numbers — first-response and resolution targets (P1 <30m, P2 <2h), Fin resolution rate, CSAT, and reopen rate — and report on them weekly
• Drive the reputation turnaround — work the feedback loop from tickets, Trustpilot, and app-store reviews into product/engineering fixes and proactive support, and measurably lift our scores
• Build the support engine for scale — documentation, escalation paths to engineering, on-call/coverage for a global timezone base, and the onboarding that lets new agents reach the standard fast

What we're looking for

Must-haves:

• Hands-on Intercom experience — non-negotiable. You have personally run Intercom in production: inbox and workflows, Fin AI / Resolution Bot, Help Center, and reporting. Not "we used a helpdesk" — Intercom specifically
• Experience at an international / multinational company serving a global customer base — non-negotiable; not solely local/domestic Indian employers. This is where the standards, culture, expectations, and operating flow we need come from
• A genuine player-coach — you both answer hard tickets yourself to a high bar and manage and coach a team; you are not a hands-off people-manager and not an individual agent who's never led
• International B2C support background — high-volume, consumer-facing support for a global audience, with the timezone and tone awareness that requires
• A demonstrably high written-reply quality bar — clear, accurate, empathetic writing, and the judgement to hold others to it
• SLA- and metrics-driven — you operate to response/resolution targets and CSAT, and you use data to improve
• In-person in our Chennai office

Nice-to-haves:

• WhatsApp Business and other multi-channel support (in-app, social) at scale
• Fintech, trading, or another regulated / high-trust B2C domain
• Strong knowledge-base / macro authoring — you make self-service and AI deflection actually work
• Exposure to review/reputation management (Trustpilot, app stores, Sprout Social or similar)
• A track record of taking a low CSAT or Trustpilot score and moving it up
• Top-tier Indian institution (IIT/NIT/IIM) — nice-to-have, not a gate

Logistics

Field Detail

Location Chennai, India — in-person (office-based) Employment type Full-Time Entity ProCharting Pvt Ltd (India) Travel Minimal Start date ASAP Reports to Head of Customer Experience (interim: CEO, Sushanta Deb)