Lead – Support Operations (Customer Experience)

Role Overview

Lead – Support Operations (Customer Experience) will be responsible for managing real-time queue management, tracking queue health, and sharing hourly ops updates. The role requires 4+ years of customer experience with at least 1 year of team handling experience.

What You Will Do

The Lead will own real-time queue management, track queue health, share hourly ops updates, own roster, act as L1 escalation, maintain shift handover notes, track agent attendance, and adherence to SOPs.

Why It Might Be a Fit

The ideal candidate will have hands-on command of live chat ops and core metrics, an analytical mindset, outstanding written and verbal communication skills, and a bias for action.

Requirements

• 4+ yrs of customer experience
• atleast 1 year of team handling experience
• Hands-on command of live chat ops and core metrics
• Analytical mindset
• Outstanding written & verbal communication
• Thrives in a fast-paced, high-growth startup
• Strong ownership and a get-it-done attitude
• Bias for action

Benefits

• Competitive Salary
• Generous ESOPs
• Relocation Bonus
• Incentives as per performance
• Learning & Development Programs with a Dedicated Budget
• Company sponsored newsletters and books
• ChatGPT Subscription
• Regular Team Outings
• Discounted Health Plans & Gym Memberships
• Industry insights on growing your social media if you are a (aspiring) creator