Operations Team Lead

At Astrotalk, we are looking for an Operations Team lead to scale support operations for both our users and partners. This role requires someone who has worked in a fast-paced B2C product environment and understands the importance of delivering a seamless customer experience at scale.

You will be responsible for building efficient support processes, driving operational excellence, managing escalations, and leading a team that directly impacts customer satisfaction, partner retention, and overall platform experience.

Key Responsibilities

• Own end-to-end support operations across chat, call, email, and ticketing channels.
• Manage and mentor a team of support executives, ensuring high quality and timely resolutions.
• Build and improve SOPs, escalation frameworks, workflows, and support playbooks.
• Track key support metrics such as CSAT, response time, resolution time, first-contact resolution, and escalation rates.
• Identify recurring issues and work closely with Product, Operations, and Partner Success teams to drive root-cause resolution.
• Handle critical customer and partner escalations while ensuring a positive experience.
• Drive process improvements, automation initiatives, and operational efficiencies to enhance support quality and scalability.
• Partner with Training and Quality teams to continuously improve support standards and team performance.

Requirements

• 3–5 years of experience in Support Operations, Customer Support, Customer Experience, Customer Success, or related functions.
• Must have experience working with a B2C product based company.
• Experience managing support teams and driving performance metrics.
• Strong understanding of support processes, escalation management, quality frameworks, and operational excellence.
• Experience handling large customer volumes in a fast-paced environment.
• Strong analytical and problem-solving skills with a data-driven approach.
• Excellent communication and stakeholder management abilities.
• Prior experience in consumer internet, marketplace, gaming, fintech, healthtech, edtech, traveltech, or similar B2C businesses will be preferred