Assistant Manager - Product Support

Ways of working: Employees are expected to work from the office , Bengaluru.

About Swiggy :

Swiggy is India's leading on-demand delivery platform with a tech-first approach to logistics and a solution-first approach to consumer demands. With a presence in 500+ cities across India, partnerships with hundreds of thousands of restaurants, an employee base of over 5000, a 2 lakh+ strong independent fleet of Delivery Executives, we deliver unparalleled convenience driven by continuous innovation. Built on the back of robust ML technology and fuelled by terabytes of data processed every day, Swiggy offers a fast, seamless and reliable delivery experience for millions of customers across India. From starting out as a hyperlocal food delivery service in 2014, to becoming India's leading on-demand convenience platform today, our capabilities result not only in lightning-fast delivery for customers, but also in a productive and fulfilling experience for our employees.

Team: The Product Support team is a vital link connecting Engineering, Product, and Business. Its core function is to enhance the customer experience through systems and products.

L1 Support: Critically manage and resolve all system and product-related escalations from both internal and external users.

User Advocacy: Collaborate with Engineering and Product teams to ensure user feedback is acknowledged, and relevant bugs/features are prioritized. Operational Ownership: Manage the operational aspects of systems and products within the organization, including Go-To-Market (GTM) strategies and configuration execution.

About the Role

This specific charter (IM Discounting) is fast-paced and dynamic, requiring a high degree of ownership. The team is responsible for Owning and resolving Discounting system-related issues, escalations, and requirements and Providing real-time resolutions to unblock business operations.This critical role requires a deep understanding of our systems, products, and processes. The Assistant Manager will serve as the primary point of contact for resolving product and application-related issues, collaborating closely with Engineering, Business, and Product teams.

Job responsibilities

• Real-Time L1 Technical Support: Own the L1 technical support function, efficiently handling escalations to ensure real-time issue resolution and maintain business continuity.
• Service Quality: Consistently meet all defined TATs and quality standards for support and resolutions, effectively unblocking business operations and addressing customer needs.
• Knowledge Base Development: Develop debugging playbooks and SOPs and maintain a comprehensive KMS. Establish processes with stakeholders and ensure compliance with defined TATs.
• Team Enablement: Lead training, orientation, capacity building, and performance management for team members, focusing on product/system knowledge (hows and whys) to ensure effective L1 support.
• Configuration Delivery: Ensure prompt delivery of necessary configurations in strict adherence to company procedural guidelines and Product Support SOPs.
• Data-Driven Debugging: Utilize data-driven tools and platforms to fulfill debugging needs and other operational tasks.
• Feedback & Insights: Focus on gathering, analyzing, and interpreting both quantitative and qualitative data. Proactively communicate actionable product feedback and system insights to relevant stakeholders.
• Visibility & Closure: Timely call out and raise visibility on system or product challenges that impact the business or users. Follow up diligently and drive these issues to closure.
• System Auditing & Guardrails: Act as a Maker-Checker, auditing live business properties (e.g., campaigns, offers) to confirm intended visibility and preemptively identify potential errors. Establish guardrails for processes to minimize the possibility of future errors.
• Process Management: Efficiently manage and execute diverse stakeholder requests (Operational, Data, Knowledge transfer, etc.) within defined timelines while maintaining full compliance.

Must have's

We seek a proactive and empathetic individual. Given the robust forthcoming product pipeline for Instamart, the ideal candidate must demonstrate self-initiative (go-getter attitude), attention to detail, and the ability to rapidly adapt to evolving business requirements and independently manage processes.

• Possesses a high degree of ownership and exhibits strong consumer-centricity and empathy to comprehend the urgency and impact of issues.
• Prior experience in team management and the ability to guide teams to execute requirements efficiently, resolve blocker's, and ensure seamless daily operations.
• Demonstrates proven data handling proficiency, including advanced knowledge of Microsoft Excel and SQL.
• Prior exposure to data platforms (e.g., Snowflakes, Databricks) and ticketing tools or platforms such as JIRA.
• Possesses strong interpersonal and excellent communication skills, both verbal and written.
• Proficient in reporting and documentation.
• A quick learner with AI tools literacy.

Work Experience

• Min 4 to 5 Years of Work Experience in tech or product support functions who had already worked with systems & applications.
• Min 1 to 2 years of team leading experience.

Additional Requirements

• Availability on Weekends as and when required.
• Working on Public Holidays as required
• Flexible to shifts

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability status, or any other characteristic protected by the law.