Operations Lead (International)

We are seeking a detail-oriented and proactive Lead – Operations (Individual Contributor) to ensure smooth execution of international operations. The role includes managing real-time support, operational escalations and process adherence while driving efficiency, accuracy and SLA compliance.

Job Responsibilities::

• Operations Management

• Oversee day-to-day operations to ensure smooth delivery of services.

• Track performance against SLAs and escalate issues proactively when required.

• Maintain accurate operational records and documentation.

• Real-Time Support Escalation Handling

• Act as the first point of contact for real-time operational queries and escalations.

• Provide assistance across communication channels (Slack, Email, Helpdesk, etc.).

• Troubleshoot technical and process-related issues to ensure continuity.

• Process Improvement Coordination

• Identify gaps in workflows and recommend solutions for process optimization.

• Collaborate with internal teams to streamline operations and resolve bottlenecks.

• Contribute to the development and implementation of best practices.

• Stakeholder Communication

• Respond promptly and professionally to queries from internal and external stakeholders.

• Share timely updates with management regarding operational performance and challenges.

Working Time:: Afternoon / Night Shift (International Operations)

Qualifications

• Bachelor’s degree or higher (mandatory).

Additional Information

• 3–7 years of experience in operations, preferably with exposure to international processes or EdTech.
• Hands-on experience with platforms such as Airtable, Monday.com, Slack, Zoom or similar tools.
• Strong written and verbal English communication skills.
• Proven ability to problem-solve, multitask and manage high-pressure situations.
• Process-driven mindset with attention to detail and accountability.