10.0 - 14.0 years

0 Lacs

karnataka

On-site

As a Senior Operations Lead in Customer Support, you will be responsible for overseeing chat-based and voice/call support operations, including vendor-managed call centers. Your role will involve leading day-to-day operations, building and scaling support functions, defining key performance metrics, and collaborating with internal and external teams to ensure high-quality service delivery. Your key responsibilities will include managing support operations with a focus on quality, speed, and resolution, partnering with vendors to align on SLAs and performance metrics, hiring and mentoring support teams, and working cross-functionally to address systemic issues and improve customer experiences. You will also be required to establish scalable processes, SOPs, and tools for consistent service delivery, and drive a culture of continuous improvement using data and feedback. To be successful in this role, you should have at least 10 years of experience in customer support operations with expertise in chat support and exposure to call support. Experience in e-commerce, quick commerce, or high-growth consumer tech startups is preferred. You should have a proven track record of working with third-party vendors and call center partners, building teams from scratch, and using CRM tools effectively. Strong analytical skills, leadership abilities, and excellent communication and stakeholder management skills are essential for this role. A proactive and hands-on approach to problem-solving is also important.,

Posted 5 days ago

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