Member Support Operations Manager

2 weeks ago

solapur, India beBeeSupport Full time

At RTLS Alliance, we are building a movement to elevate the RTLS industry and connect its global ecosystem.This is an exciting opportunity for a Customer Support Team Lead to manage and scale our global member support function.You will ensure our diverse member base receives responsive, professional, and high-quality support as they engage with the Alliance.The successful candidate will lead frontline service operations, improve internal workflows, and help shape the support experience as we grow from early-stage to global scale.Key Responsibilities:Manage day-to-day support operations: inquiry triage, onboarding, and platform troubleshootingLead and mentor support staff and freelancers as the team expandsMaintain support SLAs and quality standards across all member interactionsServe as point of escalation for complex or high-priority member issuesOwner Managed Resources:Own and improve internal documentation, FAQs, and onboarding resourcesTrack and report KPIs (response time, resolution rate, satisfaction scores) to leadershipClosely coordinate with platform, directory, and community teams to ensure smooth user journeys

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