Manager - Customer Support & Success Operations

We are a Conversational AI company serving enterprises and SMBs. You will own day-to-day support operations and the end-to-end customer experience, building a world-class roster, ensuring SLA-driven support, coordinating customer success handoffs, and instituting QA/testing and audits for running projects. This is a hands-on leadership role for a manager with strong technical depth who can coach a growing team and scale quality through training and knowledge systems.

Typical work week looks like:-

Support Operations -

• Own weekly/monthly rosters (shifts, backups, on-call), leave planning, and peak-hour coverage.
• Run L1/L2 workflows: intake, triage, escalation, incident management, root-cause analysis, and post-mortems.
• Own support tooling (e.g., Zendesk/Freshdesk/Jira), SLAs/OLAs, macros, and knowledge base/runbooks.
• Define ticket taxonomy, severity/priority definitions, and swarming/escalation paths with Engineering/Product.

Customer Success (Lightweight but Critical) -

• Oversee onboarding checklists, training sessions, adoption playbooks, health scores, and QBR inputs.
• Track usage/adoption signals; flag expansion/cross-sell opportunities to Sales/CS leads.
• Drive proactive comms during incidents and planned maintenance with clear status, ETAs, and workarounds.

QA, Testing & Audits-

• Coordinate UAT and regression for voice workflows, prompts, and integrations before go-live.
• Establish call quality and conversation auditing standards (accuracy, compliance, empathy, resolution).
• Partner with Engineering on acceptance criteria, severity definitions, and release readiness gates.
• Run periodic audits for live projects (config, prompts, STT/TTS/telephony paths, analytics events).

Training & Knowledgebase (Scale Quality) -

• Build a structured enablement program (bootcamps, shadowing, simulations) for L1/L2 and new hires.
• Define role-based curricula and certification ladders; reduce mean-time-to-competency quarter over quarter.
• Create and maintain a versioned knowledgebase: SOPs, runbooks, incident guides, FAQs, troubleshooting trees.
• Instrument search and usage analytics to continuously improve documentation and deflect tickets.

People Leadership -

• Coach, mentor, and performance-manage a team of 10+; hire and onboard as we scale.
• Set weekly goals, review dashboards, and run continuous improvement rituals.
• Foster a calm, customer-first culture with crisp written and verbal communication.

Cross-Functional Collaboration -

• Work closely with Engineering, Product, and Delivery for prioritization and communications.
• Align with Sales/Account Management on renewals, upsell signals, and referenceability.

Key Outcomes (What You Will Deliver):

• SLA Reliability:

  ≥ 95% adherence on P1/P2; MTTR and First Response within targets.

• Customer Sentiment:

  Improve CSAT by +10 points in 2 quarters; fewer escalations/churn risks.

• Stable Coverage:

  Predictable WFO roster & on-call rotations across India/US/UK hours.

• Quality Gate:

  QA/test coverage before releases; trending down bug-escape rate QoQ.

• Enablement at Scale:

  Role-based training, certifications, and a living knowledgebase to reduce mean-time-to-competency and improve First Contact Resolution.

Our ideal candidate should have:-

• Experience:

  6–10 years in B2B Support/CS Ops in SaaS or contact-center tech; 2+ years managing a team of 8+.

• Technical Foundation:

  Bachelor’s in Computer Science or related field (or equivalent practical experience). Comfortable reading logs, tracing APIs/webhooks, and triaging across services.

• Incident Management:

  Strong P1/P2 handling, communication templates, and post-mortems.

• Roster Planning:

  Proven multi-time-zone coverage (including on-call rotations) in a WFO model.

• Tooling & Data:

  Hands-on with Zendesk/Freshdesk, Jira/Linear, Confluence/Notion; able to define and own KPIs (CSAT, FCR, SLA%, MTTR, backlog age, bug-escape).

• Communication:

  Excellent client-facing written and verbal communication; calm under pressure.

Nice to Have:

• Background in MERN stack (MongoDB, Express, React, Node) and comfort with reading React/Node logs and simple fixes.
• Exposure to AI projects (LLM pipelines, STT/TTS, prompt engineering, evaluation/QA).
• Domain familiarity: telephony/SIP/WebRTC; Twilio/Plivo/Exotel; call routing/IVR.
• Basic SQL or scripting for reporting/automation; experience building QA scorecards for voice conversations.
• Multi-language operations (Indian languages + English); experience supporting US/UK customers.

Success Metrics:-

• SLA adherence & MTTR by priority; First Response Time.
• CSAT/NPS, First Contact Resolution (FCR), and escalation volume.
• Backlog aging & reopen rate; bug-escape rate post-release.
• Onboarding time-to-value & active usage for top accounts.
• Audit pass rate for running projects; documentation usage/deflection metrics.

What you can expect from ORI:-

• Passion & happiness in the workplace with great people & open culture with amazing growth opportunities.
• An ecosystem where leadership is fostered builds an environment where everyone is free to take necessary actions to learn from real experiences.
• Chance to work on cutting-edge of technology.
• Freedom to pursue your ideas and innovate with multiple technologies

If you have outstanding client management skills and a great passion for technology, to deliver one of the most complex and innovative solutions, then you will love this job.