Operations Manager

About the Role

We're looking for someone who can take complete ownership of support operations for both our partners and users. The role is all about building efficient support processes, solving problems at scale, improving customer experience, and ensuring that queries and escalations are handled smoothly.

What You'll Do

• Own end-to-end support operations across chat, calls, and ticketing channels.
• Ensure partners and users receive timely and high-quality resolutions.
• Build and improve SOPs, escalation frameworks, and support processes.
• Track key support metrics like response time, resolution time, CSAT, and escalations, and continuously work on improving them.
• Identify recurring issues and work closely with Product, Operations, and Partner teams to solve them at the root level.
• Handle critical escalations and sensitive cases whenever required.
• Manage and mentor a team of support executives, helping them improve performance and maintain quality standards.
• Drive automation and process improvements to improve efficiency and reduce support volumes over time.
• Work closely with the Training and Quality teams to ensure the support team stays updated on platform changes and policies.
  

What we are looking for

• 5–8 years of experience in Customer Support, Partner Support, Support Operations, or similar roles.
• Prior experience working in a high-volume support environment.
• Experience building or improving support processes, SOPs, and escalation mechanisms.
• Strong problem-solving and stakeholder management skills.
• Comfortable working with data, tracking metrics, and driving improvements based on insights.
• Experience managing teams and driving operational excellence.
• Exposure to both partner-facing and customer-facing support will be an added advantage.
• B2C experience is preferred.
  

Bonus Points if you have:

• Worked in a fast-paced consumer internet, marketplace, gaming, travel, fintech, healthtech, or similar B2C business.
• Led support operations through periods of rapid growth and scale.