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Experience: 4 to 12 Years Exp
Salary : Competitive
Preferred Notice Period: Within 60 Days
Opportunity Type: Hybrid (Pune)
Placement Type: Permanent
(*Note: This is a requirement for one of Uplers Clients)
We're Hiring: Customer Support Lead (Gig Economy | 01 Build)
We're looking for a Customer Support Lead to build the entire support function from scratch at Dispatch Network.
This is not a manage an existing team role. This is a design the system, build the team, own the outcomes role.
If you've worked in high-volume, real-time environments like last-mile logistics, ride-hailing, food delivery, quick commerce, or other gig platforms this will feel familiar.
What You'll Own
1 Support Architecture (01 Build)
Design end-to-end support systems:
Intake Triage Resolution Escalation Feedback
You'll define:
We are building our own support management system, not using off-the-shelf tools so you'll work closely with Product & Engineering to shape it.
2 AI + Human Support Strategy
3 Cross-Functional Escalation Design
Own structured escalation frameworks between Support and:
You'll design:
No informal Slack chaos. Everything structured, traceable, measurable.
4 Team Building & Quality
Must Have
Hands-on support operations experience in:
You've built or scaled a support function not just run one.
You understand real-world edge cases in high-volume, real-time systems.
We're Looking For Someone Who
Job ID: 142903689