Manager - AI Customer Experience

Job Title: Manager - AI Customer experience
Location: Pune, India (Hybrid)
Permanent - Full Time

About us:

Cyncly is a global technology powerhouse with 2,800+ employees and 70,000+ customers across 100+ countries and 46+ offices. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content.

Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly offers over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specializing in technology.

Key Responsibilities:

• Lead the delivery of AI-enabled customer support initiatives across a broad software product portfolio.
• Identify high-value opportunities for AI triage, automation, deflection and self-service improvement.
• Work with support, product and operations teams to design, launch and continuously improve AI-powered workflows.
• Own and optimise Zendesk AI capabilities, including intelligent triage, automation, knowledge integration and live chat experiences.
• Build strong working relationships with subject matter experts and business stakeholders to turn ideas into measurable outcomes.
• Define success metrics, track performance and communicate progress, risks and opportunities clearly to stakeholders.
• Champion practical, customer-focused use of AI that improves speed, consistency and quality of support.

Must Have:

• Experience in customer experience, support operations, service delivery or customer success within a SaaS or software environment.
• 5 - 10 years of experience.
• A strong track record of delivering AI, automation or self-service improvements that have improved support outcomes.
• Hands-on understanding of support platforms such as Zendesk, Freshdesk, Intercom, Salesforce Service Cloud or similar.
• Ability to lead cross-functional work through influence, structure and credibility.
• Strong data orientation, with experience using support metrics to prioritise work and measure impact.
• Excellent communication skills, with the ability to explain AI concepts clearly to technical and non-technical audiences.
• A pragmatic, hands-on approach and a passion for improving the customer and agent experience.
• Experience with Zendesk Advanced AI, Intelligent Triage or conversational AI.

Nice to have:

• Exposure to prompt engineering, knowledge management, AI agents or workflow automation.
• Experience working in a multi-product or global software organisation.

Working for us
At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect.

Here, you’ll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You’ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.

We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.

If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in - Come join us.