Support Ops Lead

3 weeks ago

Gurugram Gurugram India One Impression Full time

Job Description

About One Impression

One Impression is the #1 creator marketplace connecting brands with authentic influencers and content creators. We're building the future of how brands and creators collaborate, with speed, transparency, and efficiency at the core.

As we scale, support is a mission-critical function. We are looking for a Support Operations Lead to run and scale our support engine across creators and brands. This role combines team management, tech alignment, and operational leadership to deliver world-class customer experience.

Role Overview

The Support Operations Lead will:

Own the end-to-end support function across creators and brands.

Manage the support team, ticketing CRM, and ensure super-fast resolution timelines.

Align with tech/product teams to fix recurring issues and improve workflows.

Build a 7-day support engine with minimal backlog, optimized SLAs, and measurable improvements in NPS/CSAT.

Key Responsibilities

- Team & Operations Leadership
- Lead and manage the support team handling brand and creator queries
- Build shift structures to ensure 7-day coverage and minimal downtime
- Monitor performance daily, ensuring SLA adherence and quick escalations
- Support CRM & Tools
- Own and optimize the support CRM/ticketing system (Freshdesk, HubSpot, Zendesk, or similar)
- Design workflows, implement automation, and integrate with internal systems
- Ensure data hygiene, reporting accuracy, and complete visibility on queries
- Resolution Excellence
- Drive super-fast resolution timelines by setting strict SLAs and reducing TAT
- Solve for NPS and CSAT improvements through continuous training and quality reviews
- Ensure zero backlog and proactive follow-ups on unresolved tickets
- Cross-Team Collaboration
- Partner with product and engineering to address recurring issues with permanent fixes
- Work with operations, sales, and account managers to align support with business priorities
- Feed insights from support into product improvements and customer journey design
- Data, Reporting & Insights
- Build dashboards tracking SLA, TAT, backlog, NPS, and CSAT
- Report weekly/monthly performance to leadership with actionable insights
- Use data to forecast support needs and optimize resources

Requirements

- 5+ years in support operations / customer experience, with at least 2 years in a leadership role
- Strong expertise in support CRM/ticketing tools (Freshdesk, Zendesk, HubSpot Service Hub, etc.)
- Proven ability to build and manage support teams in a high-growth environment
- Experience in tech alignment and automation for support systems
- Track record of reducing SLA/TAT and improving NPS/CSAT
- Strong analytical skills with comfort in using data to drive decisions
- Excellent communication and stakeholder management skills
- High ownership mindset, with the ability to thrive in a fast-paced startup

Success Metrics

- SLA and TAT reduced consistently across creator and brand support
- 7-day coverage engine built and running seamlessly
- NPS/CSAT scores trending upward quarter on quarter
- Zero backlog maintained
- Clear reporting and insights feeding back into product and ops teams

What We Offer

- A high-impact role at the center of brand and creator experience
- Ownership of support operations with direct influence on product and customer journeys
- Competitive compensation and opportunities for growth

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