Manager - Support Operations

Job Summary

We are looking for a Manager / Assistant Manager - Support Ops to drive performance and scalability of Creator Support. This person shall own support metrics end-to-end, identify the biggest drivers behind SLA/quality issues, and execute fixes through process changes, tooling/automation, and tight collaboration with Product/Engineering. This person is the bridge between on-ground support and tech to implement scalable AI first solutions.

Key Responsibilities

• Team Performance Enablement (with TLs)

  • Ensure TLs run consistent coaching and QA loops based on data.
  • Spot performance outliers early and drive corrective actions (training, SOP adherence, workflow changes).
  • Design and own the training roadmap for agents and TLs - onboarding ramp, skill-gap-driven refreshers, and certification on new workflows/SOPs; track effectiveness via pre/post QA score movement.

• Own Support Metrics (end-to-end)

  • Own all support metrics viz. response time, SLA, resolution time, backlog + ageing, productivity (chats/hour), QA score, CSAT and others
  • Run daily and weekly performance reviews with TLs; convert metric gaps into clear action plans and close tracking.
  • Build an issue taxonomy and monitor top drivers of inbound, delays, and repeats.

• Identify Problems and Drive Fixes (core of the role)

  • Diagnose why metrics are off (category-wise, agent-wise, shift-wise, workflow-wise).
  • Prioritise the top 3-5 problems that will move metrics the most and drive them to closure.
  • Create structured problem briefs and work with PM CX / Product / Eng to ship fixes.

• Execute Efficiency Improvements (automation + process)

  • Implement operational improvements inside Freshchat (or equivalent): routing logic, macros, workflows, QA mechanisms, knowledge hygiene.
  • Drive automation/self-serve adoption (bot coverage, deflection flows, agent-assist readiness) in partnership with PM CX.
  • Measure impact of each change (before/after) and iterate until metrics stabilise.

  What We re Looking For

• Minimum of 4-5 years in CX ops / support ops / operations / program roles with strong metric ownership, preferred candidates who have grown in Support from Agent to Team Lead to Manager

• Strong analytical problem solving, excellent proficiency in Excel and data analysis; able to build and interpret dashboards independently.

• Comfort collaborating with Product/Engineering and translating ops pain points into implementable fixes.

• Experience with support platforms (Freshchat / Freshdesk / Zendesk / Intercom) and automation/workflow concepts.

• Prior experience in a startup environment, ideally having set up processes from 0-to-1.

• Strong problem-solving ability - comfortable diagnosing root causes from ambiguous, messy data.

• Experience managing team leads in a support/ops setup preferrably with 2-3 years of experience.

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