Support Lead

Designation

Location:

Experience:

Function:

Industry:

About the Role

Support Operations Lead

Key Responsibilities

• Lead the

  support and calling team

  , managing rosters, QA checks, and daily performance reviews.
• Drive

  SLA adherence

  by tracking response, resolution, and escalation metrics.
• Manage

  BPO/vendor governance

  – monitor arrival %, FCR, CSAT, and AHT to ensure quality standards.
• Define and document

  SOPs

  for claims, service requests, endorsements, and cancellations.
• Oversee

  CRM/helpdesk configuration

  (Zendesk, Freshdesk, or similar) including ticket routing, automation rules, and reporting dashboards.
• Build and maintain

  training materials, scripts, and templates

  in multiple languages.
• Identify and implement

  automation and process improvement

  opportunities to increase efficiency.
• Ensure

  compliance with data privacy

  and regulatory standards.

Must-Have Skills

• 5+ years in

  support/contact center operations

  (voice-led environment).
• Experience managing

  BPO or vendor teams

  with measurable outcomes.
• Strong command of

  CRM/helpdesk tools

  , telephony/IVR, and Excel (pivot, VLOOKUP, reporting).
• Fluency in

  English and Hindi

  (additional regional languages a plus).
• Strong analytical, documentation, and process-thinking abilities.
• Exposure to

  insurance, fintech, or consumer tech

  preferred.

You’re a Great Fit If You:

• Have a

  data-driven, systems-oriented mindset

  .
• Thrive in

  fast-paced operational environments

  .
• Can translate business challenges into efficient support workflows.
• Are proactive in identifying issues and improving the customer experience.