Location: Bengaluru, India (Hybrid)

Department: Customer Success / Support

Experience: 1 – 3 years

Shift: US East Coast Shift (log-out ~ 3:30 AM IST)

About Leucine

Leucine’s AI-driven platform digitizes pharmaceutical manufacturing, helping the world’s leading life-science companies streamline operations, stay compliant, and accelerate time-to-market for life-saving drugs. Our customers run mission-critical processes on Leucine, so world-class support is at the heart of our promise.

The Opportunity:

As a Customer Support Executive on our US East Coast shift, you’ll be the first—and often the most critical—human touchpoint for our global, enterprise-calibre customers. Think “white-glove” or “velvet-rope” support: rapid responses, deep product insight, and an instinct to turn every interaction into an exceptional experience. If you thrive on solving complex issues for sophisticated, international clients and want to grow with a high-impact AI company, this role is for you.

What You’ll Do

• Deliver high-touch support via email, chat, and phone, resolving issues quickly while maintaining a concierge-level experience.
• Master the Leucine platform. Guide users through configuration, navigation, and best-practice workflows; translate technical concepts into clear, actionable steps.
• Escalate intelligently. Log, track, and route nuanced technical matters to Product & Engineering with complete, structured details.
• Keep knowledge fresh. Stay ahead of new releases and maintain crisp documentation of workarounds, FAQs, and known issues.
• Protect our SLAs. Monitor ticket queues, hit response/resolution targets, and flag emerging trends before they affect customers.
• Collaborate across Customer Success. Assist CSMs with onboarding, trainings, and account-health checks; contribute insights that reduce churn and boost NPS.
• Spot patterns, suggest fixes. Identify recurring pain points and propose process or product enhancements that raise the bar for every user.

What Makes You a Great Fit

• 1–3 years in SaaS or tech support (B2B, regulated-industry exposure a plus).
• Global-client mindset. You’ve supported international, enterprise users and intuitively adapt tone, urgency, and detail to each stakeholder.
• Crystal-clear communicator—concise emails, confident calls, and impeccable written English.
• Problem-solver by wiring. You break issues into first principles, test hypotheses, and validate fixes with data.
• Tool-savvy. Comfortable with CRM/ticketing systems (e.g., Zendesk, Intercom) and remote-access utilities; quick to learn anything new.
• Night-owl readiness. You can consistently work the US East Coast shift (log-out ~ 3:30 AM IST) and still bring energy to every interaction.
• Bonus points for startup experience, pharma manufacturing knowledge, or familiarity with AI/ML products.

What We Offer

• Best-in-industry compensation for your band, plus performance bonuses.
• Health & wellness benefits from day one.
• Accelerated career path. High performers can grow into Senior Support, Customer Success, or Product roles within 12–18 months.
• Front-row seat to Pharma 4.0. Influence how cutting-edge AI reshapes a $1.5 trillion industry.
• Collaborative, high-ownership culture that values candor, curiosity, and relentless improvement.