Senior Support Operations Manager

2 weeks ago

Chennai, Tamil Nadu, India beBeeLeader Full time ₹ 9,00,000 - ₹ 12,00,000
Support Leadership Position

We are seeking a strategic, execution-focused leader to build and scale our global support function from the ground up.

This leader will be responsible for defining the vision, operating model, and tooling roadmap for our customer support organization — initially for internal users and eventually for external enterprise and consumer users.

You will work closely with product, engineering, and operations teams to establish scalable processes, implement best-in-class support infrastructure, and build a high-performing team culture that delivers outstanding service outcomes across markets.

This role is ideal for a leader who thrives in fast-paced, zero-to-one environments and is passionate about creating high-quality support experiences powered by both people and technology.

  • Develop the operating rhythm, escalation matrices, and workflows for Level 1–3 support, across internal and external users.
  • Phase the build-out starting with internal support (product, engineering, field ops, QA) and scale to external end-user and enterprise support.
Talent & Team Leadership
  • Define team structure, KPIs, and roles across functions such as support engineering, technical support, service desk
  • Support Strategy & Performance Management
  • Build closed-loop feedback systems between support, engineering, and product to ensure resolution quality and continuous improvement.
  • Cross-functional Collaboration & Experience Design
  • Partner with Product, Engineering, QA, Customer Success, and Ops teams to ensure seamless resolution of user issues.
  • Lead the evaluation and decision-making process for building vs. buying the support platform — balancing scalability, integration depth, cost-efficiency, and long-term flexibility.
  • Integrate support systems with core product backend, CMS, and user identity layers to drive context-aware assistance.

Oversee the creation and continuous improvement of knowledge base articles, how-to guides, SOPs, and FAQ content for both internal and external users.

Enable self-service experiences for common queries and repeat workflows.

Required Skills and Qualifications
  • 10–15 years of experience in customer support, service delivery, or technical operations, with at least 4+ years in a leadership role.
  • Proven track record of building and scaling a support function from scratch or transforming legacy support into a high-performing operation.
  • Strong experience working with product-led, tech-driven platforms (SaaS, Health Tech, Fin Tech, or consumer platforms).
  • Deep understanding of support performance metrics, quality management, and continuous improvement frameworks.
  • Experience in evaluating and implementing support tooling (e.g., Zendesk, Freshdesk, Salesforce Service Cloud, Intercom) and automation platforms.
  • Strong communication, stakeholder management, and team development skills.
Benefits

A great salary combined with greater growth opportunities.

Health insurance for you and your dependents.

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