Senior Manager – Operations & Customer Support

Growspace is seeking a highly motivated and experienced Senior Manager to lead our Operations & Customer Support team. This pivotal role focuses on L1 Support Leadership, Escalation Prevention, Standard Operating Procedures (SOPs), Customer Operations, and Government Project Execution. You will be instrumental in reducing founder dependency by owning service operations, managing escalations, and driving project follow-through.

**About Growspace:**

Growspace provides eSIM connectivity solutions for AIS-140 compliant GPS/VLT devices and executes technology projects for government departments. Our current Operations & Support team serves as the L1 support layer for customer connectivity operations, with escalations often reaching the founders. This role is crucial for building a robust senior operations layer to streamline processes and enhance customer satisfaction.

**Key Responsibilities:**

*  Lead day-to-day L1 support for SIM/eSIM operations, including activations, suspensions, reactivations, replacements, KYC, APN/IP issues, validity, recharge, and connectivity troubleshooting.

*  Supervise the Operations & Support department, including work allocation, task review, training, and productivity/quality tracking.

*  Manage customer escalations and establish escalation matrices for internal issues, telco dependencies, and critical client accounts.

*  Develop and enforce SOPs, checklists, Service Level Agreements (SLAs), dashboards, and accountability rhythms for the support team.

*  Ensure operational issues are detected early, communicated professionally, and resolved within committed timelines.

*  Coordinate with telecom operators, platform partners, customers, vendors, field teams, and internal departments to resolve operational dependencies.

*  Oversee execution coordination for government projects, such as installation tracking, vendor liaison, field deployment, documentation, testing, handover, and client updates.

*  Prepare Management Information Systems (MIS) and dashboards for founders, covering support SLA performance, pending issues, project milestones, risks, and recommended actions.

**Required Experience & Skills:**

*  6–12 years in operations, customer support, customer success, service delivery, project coordination, or enterprise operations.

*  Proven experience managing a support or operations team, with responsibility for SLAs, escalations, and customer communication.

*  Exposure to B2B customers, telecom operations, IoT/M2M, GPS/telematics, SaaS operations, system integration, or field/project execution is preferred.

*  Experience working with government departments, vendors, field teams, or enterprise customers is a strong advantage.

*  Must possess an ownership mindset, strong closure orientation, and the ability to convert ambiguity into execution plans.*  Proficiency in process creation and enforcement, with strong vendor, telco, and stakeholder follow-up abilities.

*  Skilled in escalation handling under pressure, customer-facing communication, and team management.

*  Comfort with technology platforms, troubleshooting, field/project coordination, and documentation.

*  A startup mindset: hands-on, practical, dependable, and able to push accountability without creating friction.

**Location:**

Jaipur(On-site). Traveling as needed

**Compensation:**

₹9–13 LPA, flexible for exceptional candidates.

**Reporting To:**

Founders