Customer Ops Manager

Customer Ops Manager

Location: Coimbatore

Reports to: Head of Operations / U.S. Leadership Team

About RunLoyal

RunLoyal is a leading SaaS platform transforming the pet care industry by empowering pet businesses to automate operations, increase revenue, and deliver exceptional customer experiences. Our mission is to build world-class solutions that help pet care providers thrive—and we’re growing fast.

Role Overview

We are looking for a high-ownership, startup-minded Customer Success & Operations Manager to lead RunLoyal’s India-based operations center. This role will oversee customer support, customer success, capacity planning, team scheduling/rosters, and cross-timezone coordination with the U.S. team.

You must excel at managing customer calls, solving escalations, building high-performing teams, and driving operational excellence. This is not a 9–5 mindset role—it's for someone who thrives in a startup environment, takes accountability, and is passionate about elevating customer experience at scale.

What You’ll Do

• Customer Support & Escalation Management
• Manage daily L1/L2 support via Freshdesk, email, chat, and phone(US Customers).
• Serve as the primary escalation owner for urgent or complex customer issues.
• Join customer calls when needed to resolve escalations or provide clarity.
• Ensure SLAs, response times, FRT, resolution rates, and CSAT benchmarks are consistently met.
• Partner closely with U.S. teams during EST overlap hours for real-time issue resolution.

Customer Success Leadership

• Develop and execute customer success strategies that enhance adoption, retention, and satisfaction.
• Conduct customer check-ins, usage audits, and health assessments.
• Identify churn risks early and work with customers to ensure long-term success.
• Own CS metrics such as CSAT, NPS, retention, usage health, and improvement initiatives.
• Improve communication quality across all customer touchpoints.

Operational Leadership: Rosters, Shifts & Capacity Planning

• Manage shift rotations, rosters, and scheduling to ensure 24/7 or EST-aligned support.
• Conduct capacity planning based on ticket trends, seasonality, workloads, and team bandwidth.
• Optimize resource allocation to prevent burnout and improve productivity.
• Build scalable systems for team availability, workload balance, and queue management.

Team Leadership & Coaching

• Help to hire, Lead, mentor, and scale a team of support and success reps in India.
• Conduct regular coaching sessions, QA reviews, and performance evaluations.
• Create a culture of ownership, accountability, urgency, and continuous improvement.
• Train the team on tools, processes, communication, and product knowledge.
• Ensure high morale and strong collaboration across shifts and time zones.

Process, Documentation & Implementation

• Oversee implementation processes for new clients, ensuring smooth onboarding
• Build, refine, and maintain SOPs, playbooks, internal FAQs, and customer-facing documentation.
• Identify operational gaps and implement process improvements.
• Work closely with Product, Engineering, and U.S. Success teams to share feedback and drive improvements.

Reporting & Analytics

• Maintain dashboards to monitor all CS Ops metrics (SLA, FRT, CSAT, backlog, capacity
• Present weekly/monthly insights with actionable recommendations.
• Use data to identify bottlenecks, lower churn, and improve response quality.

What You Bring

• 5–7+ years in SaaS customer support supporting US Customers, customer success, and operations.
• Experience working with U.S. clients through calls, Zoom, and email.
• Proven ability to manage shift rotations, capacity planning, and roster operations in a support environment.
• Strong experience managing and scaling offshore teams.
• Hands-on, startup mindset—comfortable wearing multiple hats and responding with urgency.
• Not a 9-to-5 mindset: willing to take initiative when needed and own outcomes end-to-end.
• Excellent spoken and written English communication.
• Expertise with tools like Freshdesk, HubSpot, ClickUp, spreadsheets, and dashboards.
• Highly organized, analytical, proactive, and comfortable in a fast-paced, rapidly evolving environment.
• Strong sense of ownership, accountability, and bias for action.

What We Value

• Customer Obsession: Every decision begins with customer success.
• Ownership: You take responsibility, drive outcomes, and don’t wait for instructions.
• Startup Mindset: Fast, flexible, resourceful, and energized by challenges.
• Operational Excellence: You believe in efficient systems, clarity, and measurable results.
• Communication: Clear, timely, and empathetic communication across time zones.
• Continuous Learning: Always improving yourself, your team, and the customer experience.

Why Join RunLoyal

• Lead operations at a rapidly growing global SaaS company
• Direct collaboration with U.S. leadership.
• Shape the foundation of RunLoyal’s global customer operations.
• High ownership, high impact, and career growth opportunities.
• Competitive compensation and a mission-driven culture.