Support Operations Manager

2 weeks ago

Bengaluru, Karnataka, India Oritur Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role: We are looking for a highly motivated Support Operations Manager to oversee our growing support function and ensure seamless operations for our B2B SaaS platform. In this role, you will lead and mentor a team of Customer and Technical Support Specialists, drive process improvements, and act as the escalation point for complex technical issues. Your work will directly impact customer satisfaction, retention, and the overall success of WizCommerces support delivery.

Responsibilities:

Team Leadership and Operations Management:

Supervise, mentor, and coach a team of Customer and Technical Support Specialists.

Monitor team performance through KPIs (e.g., response time, resolution time, CSAT).

Set goals, conduct regular one-on-ones, and support career development.

Drive hiring, onboarding, and training of new support team members.

Customer Support Oversight:

Oversee the resolution of high-impact or escalated customer issues.

Maintain a high level of customer satisfaction by ensuring timely and quality responses.

Continuously assess team workloads and adjust resource allocations to ensure optimal coverage.

Process Improvement and Strategy:

Develop and implement support processes, SLAs, and quality assurance measures.

Identify patterns in support tickets and collaborate with product/engineering to mitigate recurring issues.

Lead initiatives to improve ticket deflection through documentation, self-service resources, and product enhancements.

Cross-functional Collaboration:

Act as the voice of the customer internally by sharing feedback with Product, Engineering, and Customer Success teams.

Work closely with QA and Product teams during feature rollouts or product updates.

Participate in product roadmap discussions and influence support-related enhancements.

Tools, Reporting, and Documentation:

Maintain and optimize support systems (Hubspot, JIRA, etc.).

Generate and share regular reports on support metrics with leadership.

Ensure the creation and maintenance of internal and external knowledge bases.

Qualifications and Skills:

Experience: 4+ years in a technical support role, with at least 2 years managing or leading a support team in a B2B SaaS environment.

Technical Skills: Hands-on experience with troubleshooting web-based applications, APIs, and cloud platforms.

Leadership: Proven ability to lead high-performing support teams and handle escalations under pressure.

Customer Orientation: Strong customer-first mindset with excellent problem-solving skills and empathy.

Communication: Exceptional verbal and written communication skills.

Tools: Proficiency with support tools such as Hubspot, JIRA, Zendesk, or similar platforms.

Analytical Mindset: Ability to use data to identify trends, measure success, and drive decisions.

Preferred Qualifications:

Experience supporting enterprise-level B2B clients.

Familiarity with wholesale, distribution, or e-commerce platforms.

Exposure to working in the US/EST time zones or supporting global customers.

Benefits:

Opportunity to work with a fast-growing B2B SaaS company making a tangible impact in the wholesale and distribution space.

Collaborative and inclusive work environment.

Competitive salary and benefits package.

Opportunities for growth and professional development.

  • Operations Support Supervisor

    2 weeks ago

    Bengaluru, Karnataka, India Dentalcare Support Services Llp Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    Responsible for scheduling repairs, managing dental equipment compliance, handling service requests, maintaining asset records, coordinating with vendors, managing inventory, and ensuring timely issue resolution and training support. Required Candidate profileMS Excel, Data Entry, Ticket Management

  • Manager - Support Operations

    4 days ago

    Bengaluru, Karnataka, India Keka HR Payroll Software Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    AboutKeka has been a silent revolution in the making since our launch 9 years ago. Our steadfast focus on building an employee-centric HR platform was well received by more than 8500 businesses across India and the world. Today we are India's #1 platform in the segment with the greatest number of new customers adopting the platform. All with zero advertising...

  • Manager Operations

    6 days ago

    Bengaluru, Karnataka, India Topline Business Support Solutions Pvt Ltd Full time ₹ 4,80,000 - ₹ 6,00,000 per year

    Experience: 5+ yearsLocation: #32/1, 1st floor, PSR Marvel, Bellary main road, Hebbal Qualification: Bachelor's Degree/ DiplomaRole DescriptionThis is a full-time on-site role as an Operations Manager located in Bangalore. The Operations Manager will be responsible for overseeing day-to-day operations, managing non-core activities, ensuring punctuality and...

  • Operations Support

    2 weeks ago

    Bengaluru, Karnataka, India Fynd Full time ₹ 6,00,000 - ₹ 15,00,000 per year

    Fynd is India's largest omnichannel platform and a multi-platform tech company specializing in retail technology and products in AI, ML, big data, image editing, and the learning space. It provides a unified platform for businesses to seamlessly manage online and offline sales, store operations, inventory, and customer engagement. Serving over 2,300 brands,...

  • Manager, Cloud Support Operations

    2 weeks ago

    Bengaluru, Karnataka, India Opentext Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Your Impact:OpenText Cloud Operations is responsible for the global operations and delivery of our Open Text cloud services to clients in multiple industries. Our offerings range from shared, multitenant SaaS offerings to Managed Services supporting Enterprise Clients and are hosted on a variety of infrastructure platforms. The Cloud Operations team is...

  • Manager- F&B Operations

    2 weeks ago

    Bengaluru, Karnataka, India Topline Business Support Solutions Pvt Ltd Full time ₹ 4,50,000 - ₹ 5,50,000 per year

    The Manager – Food & Beverage Operations plays a critical role in overseeing all aspects of the food and beverage (F&B) service within a hospitality organizationExperience: 5+ years in F&B operationsLocation: BangaloreEducation: Bachelor's /Master's degreeRoles & Responsibilities of a Manager – Food & Beverage Operations1. Operational ManagementOversee...

  • Manager, Cloud Support Operations

    2 weeks ago

    Bengaluru, Karnataka, India OpenText Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Your Impact:OpenText Cloud Operations is responsible for the global operations and delivery of our Open Text cloud services to clients in multiple industries. Our offerings range from shared, multitenant SaaS offerings to Managed Services supporting Enterprise Clients and are hosted on a variety of infrastructure platforms. The Cloud Operations team is...

  • ITIL Operations Support Manager

    4 weeks ago

    Bengaluru, Karnataka, India, Karnataka Movate Full time

    Position -- PermanentRole – ITIL Operations Support ManagerExperience – 10+ YearsLocation – Chennai/BangaloreWork Mode – Hybrid Shift Timing – Afternoon (2pm – 10pm)About the CompanyMovate is a new age services company that harnesses the power of digital technologies to reimagine customer engagements. We enable businesses to anticipate and face...

  • Manager – Third Party Risk Management

    6 days ago

    Bengaluru, Karnataka, India Cubical Operations LLP Full time ₹ 8,00,000 - ₹ 24,00,000 per year

    Job Title:Manager – Third Party Risk Management (TPRM)Location:BangaloreExperience:6+ YearsDepartment:Information Risk Management / Information SecurityAbout the Role:We are seeking an experiencedTPRM Managerto lead and enhance our Third-Party Risk Management framework. The ideal candidate will have a strong background inInformation Risk Management...

  • IT Operations Support Engineer

    3 days ago

    Bengaluru, Karnataka, India Betsol Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    IT Operations Support Engineer (NOC, Application Support, Service Desk) Company Description BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter...