Support Operations Lead

3 weeks ago

Bangalore Karnataka, India Apna Full time

About Apna Apna is India s leading jobs platform built for the entire spectrum of the workforce from entry-level and frontline workers to mid-skill professionals It enables millions of job seekers and employers to connect directly and efficiently across industries such as sales marketing delivery operations customer support finance and more Role Overview We are looking for a highly solution-oriented and analytical Support Operations Lead Escalations to manage critical employer escalations across Apna s hiring journey You will independently handle all high-priority and complex cases routed to the Escalation desk ensuring quick resolution data-backed decisions and a world-class support experience This Role is suited for someone who loves solving problems thrives under pressure and enjoys working cross-functionally Requirement - 1 Location - Bangalore Work from Office - Domlur Skills Required for the role - Fluent in English and Hindi must Working 5-day working flexibility to work 6 days as per business requirements Requirements Responsibilities End-to-End Escalation Handling Own and resolve all L2 escalations raised by employers across the support lifecycle onboarding job posting job fulfillment and hiring Act as the final escalation point for critical issues ensuring swift and effective resolution Social Media Escalation Management Monitor and respond to employer queries or concerns raised on platforms like LinkedIn Twitter etc Work with social and communications teams to maintain a consistent empathetic and professional brand tone Internal Escalation Ownership Serve as the go-to person for internal support teams when workflows break or need intervention Coordinate with cross-functional stakeholders Product Ops Tech Sales to unblock issues and align on solutions Problem Solving Root Cause Analysis Deep dive into recurring issues identify patterns and recommend fixes or process changes Drive closure through documentation SOPs RCA reports and preventive measures Data-Backed Decision Making Use support data and insights to prioritize problems and propose scalable solutions Maintain dashboards track metrics and share learnings with leadership for continuous improvement Communication Influence Communicate clearly and persuasively in English with employers and internal stakeholders Use strong convincing skills to guide discussions toward resolution especially in tough conversations What we re looking for 3-6 years of experience in support ops escalation management or customer experience roles ideally in tech platform marketplace environments Hands-on experience with L2 support workflows and owning high-stakes cases Strong problem-solving skills with a logical solution-first approach Experience in handling both social media escalations and internal process breakdowns Excellent communication skills fluent in English with a natural ability to convince and empathize Data-savvy - can interpret data draw insights and act on it confidently Proficient with tools like Zendesk Freshdesk or similar platforms Why join Apna Make a direct impact by improving employer experience across India s 1 job platform Be the voice of the customer and drive change without needing to manage a team Join a high-growth mission-driven company solving meaningful problems at scale Work with smart collaborative teams in a fast-paced environment where your work truly matters

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