Lead - Operations (Support & Service)

2 days ago

Bengaluru India Wisemonk Full time

Job Description

Job Title: Lead - Operations (Support & Service)

About Us:

Wisemonk is an India-focused Employer of Record (EOR) platform that helps global companies quickly and compliantly hire, pay, and manage talent in Indiawithout the need to set up a local entity. By handling payroll, compliance, and HR administration, Wisemonk removes the complexity from cross-border hiring and enables businesses to tap into Indias deep talent pool with ease. As the global demand for EOR solutions grows and much of the market remains untapped, Wisemonk is uniquely positioned to help international companies scale in India efficiently and cost-effectively. At Wisemonk, we are driven by values of integrity, innovation, and inclusion, and are committed to building bridges in the global talent landscapemaking international expansion effortless and successful for our partners.

Role Overview

Were looking for a Lead Operations to own support and service delivery. Youll lead a small team, build scalable processes, and bring technology into our workflows so that customers get a fast, empathetic, and world-class experience.

This role is perfect for someone with 24 years of experience in operations or support who wants to take early leadership and design systems that scale 10x.

Key Responsibilities

- Lead and grow a team of support and service associates.
- Own customer experience ensure queries are resolved quickly, accurately, and with empathy.
- Build scalable processes and reduce manual work.
- Roll out tools like Intercom, HubSpot Service Hub, and automations to streamline ops.
- Track and improve key metrics like CSAT, response times, and payroll accuracy.
- Take ownership of issues end-to-end and drive root-cause fixes.

Requirements

- 24 years of experience in operations, support, or customer success (startup or SaaS experience is a plus).
- Strong people skills empathetic and effective at managing both customers and teammates.
- Process-builder mindset you dont just follow workflows, you improve them.
- Tech-savvy comfortable with SaaS tools, ticketing, and automation.
- Good to have: experience implementing AI-based support systems/agents or automation-led solutions.
- High ownership you see problems through to closure.
- Hungry to learn and grow into a senior leader as we scale.

Why Join Us

- Step into early leadership and shape how operations run at a fast-growing company.
- Work directly with founders and sharp teammates, gaining exposure across ops, product, and tech.
- Remote-first with flexibility, growth, and international exposure.
- Make an impact your work will directly touch thousands of employees globally.

This is a work-from-office role based at our headquarters in the heart of Bengaluru. Our office is conveniently located at 43, Nehru Nagar Main Road, Seshadripuram, Bengaluru.

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