Lead – Product Support

About the job

About the Company Spyne is revolutionizing automotive retail with Generative AI—and we’re moving at lightning speed. We started with a simple but powerful idea: Use AI to help dealers sell cars online faster. Today, we’re building the world’s first AI-powered automotive retail ecosystem, transforming how 350K+ dealers market and sell vehicles across the Globe. Backed by $16M from Vertex Ventures, Accel, and top investors, we’re scaling like craz: 5X revenue growth in 15 months—now gunning for 3-4X more this year. Launched industry-first AI Image & 360° solutions. Expanding aggressively in the US & Europe. Next up? A full GenAI Automotive Retail Suite. About the Role We are looking for a highly driven and process-oriented Lead – Product Support to stabilize escalations, drive strong RCA governance, and reduce repetitive manual interventions. This role will play a critical part in building a structured, scalable, and automation-first support function aligned with growing production volumes. Responsibilities Escalation Management & Governance • Own end-to-end resolution of client escalations (L1/L2) • Drive strict RCA discipline with documented preventive actions • Eliminate repeat issues through structural fixes • Ensure SLA adherence and measurable reduction in ticket backlog Process & Automation Orientation • Identify repetitive support issues and convert them into automation opportunities • Partner with Product & Tech teams to drive systemic fixes • Reduce dependency on manual interventions (VIN issues, recurring corrections) • Implement preventive controls instead of reactive fixes Operational Excellence • Improve ticket resolution time and closure efficiency • Build structured workflows and response templates • Monitor KPIs: ticket volume, SLA adherence, repeat issue %, backlog trends • Ensure structured communication with internal stakeholders and clients Team Leadership • Lead and mentor support executives • Bring accountability, discipline, and ownership mindset • Drive performance reviews and shift coverage planning • Create a culture of problem-solving vs. ticket forwarding Qualifications • 5–7 years of experience in Customer Support / Operations • Experience handling tech-enabled support environments preferred • Strong exposure to escalation handling and RCA frameworks • Prior experience working closely with Product / Tech teams • Data-driven mindset (comfortable with dashboards and metrics) • Experience managing small teams (5–10 members preferred) Preferred Skills • Automation-first thinking • Strong analytical ability • Excellent stakeholder communication skills • Process documentation and SOP creation • Experience in shift-based or high-volume environments is a plus.

Requirements

• Analytical Ability
• Customer Support
• Operational Management
• Team Leadership

Qualifications

• 5–7 years of experience in Customer Support / Operations
• Experience handling tech-enabled support environments preferred
• Strong exposure to escalation handling and RCA frameworks

Preferred Technologies

• Analytical Ability
• Customer Support
• Operational Management
• Team Leadership

About the company

Spyne is revolutionizing automotive retail with Generative AI, creating the world’s first AI-powered automotive retail ecosystem to help 350K+ dealers sell vehicles online. Backed by significant funding, Spyne is expanding aggressively across the US & Europe.