Senior Operations Lead

About the Role:

We are looking for a Senior Operations Lead – Customer Support with a strong foundation in chat-based support operations, while also having exposure to voice/call support environments (including vendor-managed call centers). The ideal candidate will come with extensive experience in e-commerce or quick commerce environments and should possess a startup mindset – someone who understands what it takes to build high-performing teams and scalable processes from the ground up.

Key Responsibilities:

● Lead day-to-day operations for chat support while also overseeing voice/call support, including vendor-managed call centers.

● Build, manage, and scale support operations with a sharp focus on quality, speed, and resolution. ● Define and track key performance metrics (CSAT, TAT, FRT, resolution rate, etc.) across support channels.

● Partner with vendor partners to align on SLAs, capacity planning, performance, and escalation management.

● Hire, train, and mentor internal support teams while working closely with external partners.

● Collaborate cross-functionally with Product, Tech, and CX teams to resolve systemic issues and improve customer journeys.

● Establish scalable processes, SOPs, and tools for consistent service delivery.

● Drive a culture of continuous improvement using data, feedback, and insights.

Requirements:

● 10+ years of experience in customer support operations with strong chat support expertise, and exposure to call support (in-house or vendor-led).

● Prior experience in e-commerce, quick commerce, or high-growth consumer tech startups.

● Proven ability to work with and manage third-party vendors/call center partners.

● Track record of building teams and support functions from scratch in dynamic environments.

● Strong analytical mindset and comfort with CRM tools (Freshdesk, Zendesk, Intercom, etc.).

● Excellent leadership, communication, and stakeholder management skills.

● Bias for action and a hands-on, solution-oriented approach.