Operations Support Manager

Support Operations Manager — New Products

Function: Operations · Location: Bangalore · Experience: 2–5 years

How we hire

Real humans read this. No cover letters.

Send a short note on one process you automated with AI — what you built, what broke, what it saved.

The role

We run a portfolio of consumer apps with 300M+ users, and this role is for everything we launch next.

You own support for every new product we ship: the queue, the quality, the team, the numbers. At its core this is a support job — early users, real complaints, refunds, bugs, angry reviews.

What makes it different is how you run it. AI is the default here, not an experiment. Every recurring query gets automated; humans handle only what genuinely needs judgement. You'll write prompts and build no-code workflows — but no product code.

What you'll own

• Support for every launch. From day zero: SOPs, canned responses, escalation paths, AI flows. Day-one users get real answers, not silence.
• The numbers. First-response time, resolution time, CSAT, backlog. You report them weekly and you defend them.
• The team. Lead a small group of support agents — hiring, training, rostering, quality reviews, daily priorities. Keep the team small and sharp by automating everything that doesn't need a human.
• AI-first by default. A new product has no ticket history to mine — you'll build on informed guesses, watch the first 500 conversations closely, correct fast.
• Voice of the first users. Weekly, with numbers: what's confusing, what's broken, what people actually want.
• The hard cases. Payment disputes, safety and abuse reports, bans, anything legal-sensitive. These stay with you and never run unsupervised.

What we look for

• 2–5 years in customer support or support ops, including time as the senior person on a queue.
• Daily hands-on AI user. Not I've used ChatGPT — show us something you automated end to end.
• You've led or trained agents. Even two or three people counts.
• Comfort with a blank page. A new product means no process, no data, no precedent.
• Strong on numbers. You can explain a CSAT drop, not just report it.
• Clear written English + fluent Hindi. More Indian languages is a real edge.
• Judgement under pressure. Err toward the user, but spot fraud.