Experience: 4.00 + years
Salary: Confidential (based on experience)
Shift: (GMT+05:30) Asia/Kolkata (IST)
Opportunity Type: Office ()
Placement Type: Full time Permanent Position
(*Note: This is a requirement for one of Uplers client - Dispatch Network)
What do you need for this opportunity
Must have skills required:
Customer Delight, Customer Service, customer operatation, SOP, SLAS, SLA
Dispatch Network is Looking for:Job Description:
Customer Support - Systems, Strategy & Design Lead
Location: Pune, India (On-site)
Type: Full-Time
About Dispatch Network
Dispatch Network is building Last Mile 2.0 redefining how urban logistics operates in India. We're designing the new infrastructure for how goods move: faster, smarter, and more sustainably. As we scale, customer support is a core operational system.
Role Overview
We are looking for a Customer Support Lead to build the support function from scratch at Dispatch Network. This is a foundational role. You will design systems, workflows, policies, and tooling that power support across:
- Web chat
- Chatbots
- WhatsApp
- Voice/calling
- In-app support
We are building our own support management system, not using off-the-shelf tools. You will work closely with Product, Engineering, and AI teams to define requirements, test flows, and continuously improve the system. This role owns both human agent support and AI-assisted support.
What You'll Do
Support System & Operations Design
- Design the end-to-end support architecture: intake triage resolution escalation feedback.
- Define support policies, SOPs, SLAs, and escalation matrices.
- Set up support workflows across chat, WhatsApp, and calls.
- Design ticket taxonomy, tagging, priority rules, and resolution paths.
Product & Tech Collaboration
- Work with product and tech teams to:
- define requirements for the in-house support system
- test features before rollout
- provide continuous feedback from real support usage
- Act as the voice of operations in product decisions.
AI + Human Support Enablement
- Help train and improve AI chatbots using real support data.
- Define what should be automated vs human-handled.
- Create feedback loops to continuously improve AI accuracy and usefulness.
Team Building & Training
- Hire, train, and manage support agents as the team scales.
- Design training materials, playbooks, and quality standards.
- Ensure consistent tone, clarity, and empathy across all support interactions.
Metrics & Continuous Improvement
- Define and track support KPIs (TAT, FCR, CSAT, escalation rates).
- Identify systemic issues and work cross-functionally to fix root causes.
- Improve operational efficiency without compromising user experience.
Inter-Disciplinary Escalation & Resolution Design
- Design and own cross-functional escalation frameworks between Customer Support and:
- Engineering & Platform (bugs, outages, data inconsistencies)
- Finance & Payouts (earnings disputes, reversals, settlements)
- Operations & Fleet (rider availability, asset issues, on-ground constraints)
- Compliance & Policy (KYC, fraud, regulatory edge cases)
- Define clear escalation triggers, ownership boundaries, and resolution SLAs across teams.
- Create structured handoff mechanisms (tickets, alerts, dashboards) that minimize back-and-forth and loss of context.
- Ensure escalations are traceable, auditable, and measurable, not dependent on informal channels.
- Work with Product and Engineering to:
- translate recurring support escalations into product fixes or automation
- design internal tools that reduce manual escalation load over time
- Build incident-grade escalation flows for high-impact events (system outages, payout failures, mass rider issues), including:
- severity classification
- internal communication protocols
- post-incident reviews and corrective actions
- Act as the single owner of escalation design, ensuring:
- support agents know when and how to escalate
- downstream teams know what is expected and by when
- systemic issues are resolved at the root, not repeatedly patched
What We're Looking For
Must-Have Experience
- Hands-on experience in customer support operations within:
- last-mile logistics (3PL)
- ride-hailing / cab platforms
- food delivery platforms
- quick commerce platforms
- e-commerce platforms
- other gig economy platforms
- Proven experience setting up or scaling a support function, not just running an existing one.
- Strong understanding of real-world edge cases in high-volume, real-time operations.
Core Skills
- Ability to design SOPs, workflows, and escalation logic from scratch.
- Comfort working with product and engineering teams on internal tools.
- Strong written and verbal communication skills.
- Operational mindset practical, structured, and execution-focused.
Mindset
- Ownership-driven: you treat support as a system, not a queue.
- Bias toward clarity, prevention, and automation.
- Empathy for users, agents, and operations.
Nice to Have
- Experience working with AI/chatbots or automation in support.
- Exposure to in-house or custom-built support tools.
- Experience handling rider/partner support in gig platforms.
What We Don't Care About
- Fancy titles.
- Generic call-center backgrounds without platform or ops depth.
We Care About Relevant Experience, Judgment, And Execution Ability.
Why Join Dispatch
- Build a support system from zero, not inherit broken processes.
- Direct influence on product, tooling, and AI workflows.
- High ownership, high impact role as Dispatch scales nationally.
- Work at the intersection of design, tech, operations, and empathy.
How to apply for this opportunity
- Step 1: Click On Apply! And Register or Login on our portal.
- Step 2: Complete the Screening Form & Upload updated Resume
- Step 3: Increase your chances to get shortlisted & meet the client for the Interview!
About Uplers:
Our goal is to make hiring reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant contractual onsite opportunities and progress in their career. We will support any grievances or challenges you may face during the engagement.
(Note: There are many more opportunities apart from this on the portal. Depending on the assessments you clear, you can apply for them as well).
So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you!
