Customer Support Lead

Synthflow AI is a no-code platform for deploying voice AI agents that automate phone calls across contact center operations and business process outsourcing (BPO) at scale. We help mid-market and enterprise companies manage routine calls to save teams time and resources.

Our agents have already delivered measurable impact:

• Over 5 million hours of contact center operations saved

• 35% more calls answered compared to non-AI operators

• 45 million calls handled with a 99.9% uptime

Backed by Accel, Atlantic Labs, and Singular and trusted by over 1,000 customers, our growth leads an industry shift toward sophisticated and accessible conversational AI.

The Role

We're looking for a Customer Support Lead to own the end-to-end customer journey at Synthflow - from onboarding through expansion. In this high-impact role, you'll work closely with our founders and cross-functional teams to ensure our customers are not just successful, but deeply engaged and growing with us.

Why this role matters

Customer Success is a growth engine. When customers deploy more call flows, our revenue expands. You’ll own the full post‑sales journey and turn early adopters into power users who champion Synthflow inside their orgs.

What You'll Do

• Lead & coach a team of 5 CS agents; set clear goals and run weekly reviews; build out SOPs and Playbooks to enable us to scale.

• Hiring: Scale the Customer Support function

• Instrument everything: Build dashboards and own your metrics for customer success, product usage, health scores, CSATs, renewals (we use Zendesk, Pylon, HubSpot, Metabase; change it, if you have a better stack)

• Partner with Product: The CS Team is an important source of customer feedback. You are expected to structure the feedback and turn it into actionable insights for the product team to act on.

• Own the post‑sales funnel: onboarding, adoption, renewal, expansion.

• Enterprise Accounts: Act as the strategic point of contact for key enterprise accounts, fostering long-term, high-impact relationships

• Expert debugger: you can trace issues end‑to‑end - API calls, voice call logs, json logs, even model prompts - and fix them before users notice.

• Report: Directly to the Founder

What We're Looking For

• 5+ years in Customer Support with 2+ years leading teams in B2B SaaS (AI / data product exposure is a plus, not a must).

• Process builder: you’ve taken CS from 0→1 or rebuilt it 1→n.

• Enterprise: Experience working directly with enterprise customers in a fast-paced, high-growth environment

• Communication: Written and spoken English at enterprise‑exec level. Comfortable selling up to Leadership and diving into JSON call logs next.

• Passionate about customer experience and building long-term partnerships

• Startup mindset - bias for action, adaptability, and ownership

• Timezone: Candidates must be in the CET or ET timezone

Why Join Us

• Work on a category-defining product with huge market potential

• Be part of a small, high-ownership team and collaborate closely with the founders

• Fully remote team with flexible working hours

• Competitive compensation and meaningful equity

• Backed by top-tier investors in AI and SaaS

Founded in Berlin in 2023 by serial entrepreneurs Albert Astabatsyan, Hakob Astabatsyan, and Sassun Mirzakhan-Saky, Synthflow AI democratizes access to advanced voice AI with a no-code platform that lets enterprises easily create, deploy and scale natural-sounding, cost-effective voice agents tailored to their business needs.