Support Team Lead

4 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.

  • Team Pumpkin

    3 weeks ago

    Gurugram, India Team Pumpkin Full time

    About the RoleWe are seeking a Performance Marketing Lead to spearhead our Paid Media initiatives and drive impactful business outcomes. This role requires a highly strategic and hands-on digital marketing professional with deep expertise in performance marketing across multiple platforms. As the Lead, you will be responsible for managing a high-performing...

  • Team Lead

    2 weeks ago

    Gurugram, Gurugram, India Zero Brokerage Full time

    Job Description Team Lead Real Estate Sales Location: Gurgaon (On-site) Work Schedule: 6 Days a Week Employment Type: Full-Time Industry: Real Estate / Property Company Overview Zero Brokerage is a luxury real estate brokerage firm committed to offering transparent and customer-centric services. We specialize in premium residential and commercial real estate...

  • Technical Support Team Lead

    3 weeks ago

    Gurugram, India Onecom Full time

    We're the UK’s leading business telephony and cloud communications provider.  Delivering IT services, contact centre technology, unified comms, fixed-line voice, connectivity, and managed cloud solutions. Join our Team as a Technical Support Team Lead Location: Gurgaon About the role: Are you a natural leader with a passion for technology and...

  • Technical Support Team Lead

    3 weeks ago

    Gurugram, India Onecom Full time

    We're the UK’s leading business telephony and cloud communications provider.  Delivering IT services, contact centre technology, unified comms, fixed-line voice, connectivity, and managed cloud solutions. Join our Team as a Technical Support Team Lead Location: Gurgaon About the role: Are you a natural leader with a passion for technology and...

  • Team Pumpkin

    3 weeks ago

    Gurugram, India Team Pumpkin Full time

    eCommerce Brand Manager Overview:We are seeking an experienced and results-driven E-commerce Brand Manager to lead our online sales and marketing initiatives. This role will be responsible for driving business growth across e-commerce platforms, managing brand visibility, and ensuring excellence in execution. The incumbent will deliver channel targets,...

  • Team Pumpkin

    3 weeks ago

    Gurugram, India Team Pumpkin Full time

    About the RoleWe are seeking a dynamic and results-driven E-Commerce Manager to lead our digital commerce growth across leading online marketplaces and our company-owned website. This role is central to achieving revenue goals, driving brand visibility, and delivering a seamless shopper experience. The ideal candidate will combine strategic thinking with...

  • Apply Now: Team Lead

    1 week ago

    Gurugram, Gurugram, India AGRIM Full time

    Job Description Job Title: Team Lead Accounts Payable Department: Finance & Accounts Location: Gurgaon Reports To: Assistant Manager / Manager Finance Employment Type: Full-time Role Overview We are looking for a detail-oriented and experienced Team Lead Accounts Payable to oversee the day-to-day operations of the AP function. The ideal candidate will lead a...

  • Technical Support Lead

    2 weeks ago

    Gurugram, Gurugram, India Delhivery Full time

    Job Description About the Team: The technology team at Delhivery is seeking a Technical Lead in Production Support & Integration (PSI) team. The role is inherently cross-functional which involves working closely with Clients, , business development, engineering, design, and customer service teams to define and design the next evolution of Delhivery...

  • Data Science Team Lead

    3 weeks ago

    Gurugram, Gurugram, India Onecom Full time

    Job Description Join our Team as aData Science Team Lead Location: GurgaonHours: UK Shift About the role: Are you a data-driven leader with a passion for building scalable solutions and empowering teams As a Data Science Team Lead, you'll play a pivotal role in shaping the development and management of internal and external data across Onecom and Onecom...

  • Team Pumpkin

    3 weeks ago

    Gurugram, India Team Pumpkin Full time

    Job SummaryWe are seeking a dynamic and results-driven Influencer Marketing Specialist to lead the strategy, execution, and optimization of influencer partnerships across multiple platforms. This role requires a balance of creativity and analytical rigor, with a proven ability to identify high-impact influencers, build strong relationships, and deliver...