Customer Support Specialist

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:

• SOPs & SLAs
• Escalation matrices
• Ticket taxonomy & priority logic
• Workflows across Chat, WhatsApp, Voice & In-App

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

• Define what gets automated vs human-handled
• Train and improve AI chatbots using real support data
• Build feedback loops to improve accuracy
• Reduce manual load without hurting user experience

3 Cross-Functional Escalation Design

Own structured escalation frameworks between Support and:

• Engineering (bugs, outages, platform issues)
• Finance (payout disputes, settlements)
• Operations & Fleet (rider availability, ground issues)
• Compliance (KYC, fraud cases)

You'll design:

• Clear triggers
• Ownership boundaries
• Resolution SLAs
• Incident-grade flows for high-impact events

No informal Slack chaos. Everything structured, traceable, measurable.

4 Team Building & Quality

• Hire & scale support agents
• Design training playbooks
• Set quality standards
• Track KPIs (TAT, FCR, CSAT, Escalations)
• Drive root-cause fixes, not repetitive patchwork

Must Have

Hands-on support operations experience in:

• Last-mile logistics (3PL)
• Ride-hailing platforms
• Food delivery
• Quick commerce
• E-commerce
• Other gig economy platforms

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

• Treats support as a system, not a queue
• Thinks in workflows and escalation logic
• Is comfortable working with product & engineering
• Cares deeply about clarity, automation & prevention
• Has strong ownership mindset