Support Lead – Srinagar

About the Role

We’re looking for a dynamic and empathetic Support Lead to anchor customer and provider support operations in Srinagar. This role is critical to HelpRush’s hyperlocal city launch strategy. You’ll be the first point of contact for real-time issue resolution, dispute handling, and ensuring smooth job flows between customers and service providers.

You’ll work closely with the Ops team, field agents, and tech support to maintain trust, speed, and satisfaction in every booking.

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🎯 Key Responsibilities

1. Real-Time Job Monitoring & Escalation Handling

• Monitor ongoing bookings in Srinagar (job OTPs, delays, cancellations).

• Proactively intervene in disputes or failed jobs and initiate fast resolution.

• Maintain calm and professional support tone during high-stress escalations.

2. Support Ticket Management

• Manage customer and provider tickets via WhatsApp, app support, and call.

• Ensure response within SLA (≤ 2 hours for active job disputes).

• Track common issues and flag patterns to the Ops & Tech teams.

3. Provider & Customer Coordination

• Call providers for job confirmation, follow-ups, or reassignments.

• Assist new providers with app usage, wallet issues, or profile errors.

• Coordinate directly with customers for rescheduling, feedback, or problem-solving.

4. Field Ops Collaboration

• Sync daily with Field Reps and City Ops Manager on job issues, inactive providers, and fraud detection.

• Maintain a local support log and escalation matrix.

5. Quality & Feedback

• Monitor job reviews and ratings in Srinagar, escalate negative trends.

• Assist in capturing user feedback through follow-up calls or in-app nudges.

• Ensure a delightful service experience for both customers and providers.

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🧩 What You’ll Need

• 2–5 years of experience in a customer support or operations role (preferably with a tech startup, gig platform, or hyperlocal service app).

• Strong communication skills (English, Urdu, Kashmiri preferred).

• Problem-solving mindset with a cool head during crises.

• Familiarity with tools like WhatsApp Business, Freshdesk, Google Sheets, dashboards.

• Comfortable with mobile apps, dashboards, and basic CRM.

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💡 Bonus If You Have

• Experience handling field operations or working in B2C tech (e.g., Zomato, UrbanClap, Meesho, Dunzo).

• Ability to train junior field agents or manage a small support team.

• Basic understanding of GPS, payment workflows, or gig economy nuances.

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🤝 Why Join HelpRush?

• Be part of a mission-led startup reshaping service delivery in India.

• Work directly with founders and core team in a fast-paced, impact-driven environment.

• Opportunity to grow into regional or national support leadership roles as we expand.

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📩 How to Apply?

Send your resume and a short note on why you’re a great fit to: marhaba@helprush.in

Or WhatsApp us at: +91 8899200540