Lead - Ops & Strategy

Job Title: Lead - Ops & Strategy

About Us:

At Wisemonk, we help global companies hire and manage talent in India without the hassle. We serve 500+ clients across 50+ countries — handling payroll, compliance, and employee services at scale.

Our mission: make cross-border hiring seamless and world-class.

Role Overview:

We’re hiring a Lead – Ops & Strategy to build and scale our support and service delivery from the ground up. You’ll lead a team, design scalable processes, and bring technology (and AI where possible) into our workflows.

This role is ideal for someone who has led support ops in an early-stage SaaS company and is now ready to step up into a larger mandate — combining day-to-day execution with strategy and systems building.

Key Responsibilities:

• Lead Support & Service Teams:

  Build, coach, and manage associates handling customer queries, payroll, and employee services.

• Drive Customer Experience:

  Ensure every interaction is fast, empathetic, and accurate.

• Build Systems & Processes:

  Move away from manual work — implement scalable workflows, automation, and playbooks.

• Implement Technology:

  Own rollout and adoption of SaaS tools, ticketing, knowledge bases, and AI-based support agents.

• Operational Metrics:

  Track and improve CSAT, SLA adherence, resolution times, and payroll/service accuracy.

• Strategic Ops:

  Partner with leadership to identify bottlenecks, set priorities, and design systems that hold at 10x scale.

Requirements:

• 2–4 years of experience in support or operations, with at least some time in an early-stage SaaS company.
• Proven ability to lead teams — even small ones — and grow them.
• Strong process and systems thinking — can design, not just execute.
• Tech-savvy — hands-on with SaaS tools, ticketing, and automations.
• Bonus: Experience implementing AI-based support systems/agents.
• High empathy for customers, high ownership of outcomes.
• Ambition to grow into a senior operator/leader as the company scales.

Why Join Us?

• Be in-office at our Bengaluru hub, working closely with founders and leadership.
• Early leadership role — your systems will define how operations scale.
• Blend execution with strategy — own both the trenches and the playbook.
• Grow fast with a global HRTech/EOR startup solving a massive problem.

This is a work-from-office role based at our headquarters in the heart of Bengaluru. Our office is conveniently located at 43, Nehru Nagar Main Road, Seshadripuram, Bengaluru.