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.
Read more about us:
Series A Announcement: Spyne raises $16 Million - Link Spyne secures funding for US Expansion! - Link
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.
The candidate must bring strong command over escalation management, operational
discipline, and cross-functional coordination with Product and Tech teams.
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 backlog2️⃣
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 fixes3
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 clients4️⃣
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
