Customer Support Operations Director

2 weeks ago

Bengaluru, Karnataka, India beBeeOperations Full time ₹ 72,00,000 - ₹ 1,08,00,000
Job Title

Operations Manager - Customer Support.

About the Role

We are seeking an experienced Operations Manager to oversee our customer support operations. The ideal candidate will have a proven track record of leading high-performing teams and driving business growth through process improvement.

The successful candidate will be responsible for managing day-to-day customer support operations, ensuring service delivery meets the highest quality standards. This will involve leading, mentoring, and managing customer support teams to meet or exceed SLA targets, monitoring workload distribution, and overseeing escalation processes.

Key Responsibilities
  • Operational Leadership: Lead, mentor, and manage customer support teams (chat & ticket support) to meet or exceed SLA targets.
  • Performance & Quality Management: Set and track KPIs for productivity, quality, and customer satisfaction, conduct regular performance reviews, coaching, and feedback sessions.
  • Process & Workflow Optimization: Identify gaps in workflows and implement solutions for process improvement, coordinate with cross-functional teams (Product, Training, Quality) to streamline operations.
  • Customer Experience & Escalation Handling: Drive first-contact resolution and customer satisfaction initiatives, handle priority customer escalations with professionalism and urgency.
Requirements
  • Experience: Minimum 5-7 years in customer support operations, with at least 2-3 years in a managerial role (preferably in a BPO/SaaS environment).
  • Leadership Skills: Proven ability to lead, motivate, and manage large, diverse teams in a fast-paced setting.
  • Communication: Strong verbal and written English communication skills, with the ability to present to senior stakeholders.
  • Technical Proficiency: Understanding of SaaS products, ticketing systems, and customer support tools.
  • Analytical Ability: Strong data interpretation skills to drive performance improvements.
Benefits

Our company offers a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive compensation package.

Others

Please submit your resume and cover letter to apply for this exciting opportunity.

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