Customer Success Manager

About WorkIndia:

WorkIndia started with One & Only One Purpose -- To provide jobs to the underprivileged of India who lack access to basic necessities and resources.

Our Vision is To Provide meaningful livelihoods to the 23.7 Cr blue-collar individuals of India and now the 120 Cr blue-collar individuals on this planet.

Far too many individuals are deprived of access to meaningful job opportunities thanks to untrustworthy, opaque & inefficient systems of hiring. WorkIndia is here to change that - through a 100% automated, tech-driven, marketplace for blue-collar hiring.

WorkIndia has achieved a scale of 2.8 Crore registered job seekers, 1.7 million registered employers, 3.1 million interview calls and 110k+ hires happening through the platform per month, entirely driven through technology.

Job Title: Customer Success- Manager

About the Role

We are looking for an Operations Manager to lead and scale a team of 30+ Hiring Consultants (HCs) and Customer Support agents across India. You will own end-to-end support operations, ensuring high service quality, SLA adherence, workforce efficiency, and operational excellence.

What You Will Be Doing

• Manage and scale a team of 30+ HCs and Support agents.
• Own issue pipeline management, including routing, classification, and SLA compliance.
• Drive paid lead engagement lifecycle (D1/D3/D7/D14/D21) across the HC team.
• Lead workforce planning, shift scheduling, capacity planning, and load balancing.
• Create and enforce SOPs to improve hiring outcomes and operational consistency.
• Monitor operational dashboards, analyze performance, and drive continuous improvements.
• Hire, onboard, coach, and develop team members through regular QA and feedback.
• Manage escalations, team attrition, and overall bench health.
• Partner with Product and Engineering to share employer insights and improve processes.

What You Will Need

• 4–7 years of experience in Customer Support, Operations, BPO, or Telecalling Operations.
• Experience managing 30+ FTE teams.
• Strong exposure to Workforce Management (WFM), SLA management, QA, and capacity planning.
• Strong analytical skills with experience tracking operational dashboards and KPIs.
• Hands-on experience with CRM/support tools (Freshdesk, Salesforce, Zoho, etc.).
• Excellent people management and stakeholder management skills.

Location: HSR layout in Bangalore