Support Operations Lead

What would you be doing?

- Own real-time queue management - monitor live chat queues, drive FRT and SLA adherence, and intervene before breaches
- Track queue health (concurrency, backlog, longest-waiting chat) and proactively flag fires to agents and cross-functional teams
- Share hourly ops updates : planned vs. available headcount, shrinkage, occupancy, and adherence
- Own roster - manage shifts, breaks, and re-planning to protect SLA during volume swings
- Act as L1 escalation for complex queries, resolving in real time before routing to the manager
- Maintain shift handover notes - queue status, pending chats, open escalations, and ongoing issues
- Track agent attendance, adherence to SOPs; coach on CSAT/QA dips in real time

What are we looking for?

- 4+ years in CX / support,



with 2-3 years of team handling Hands-on command of live chat ops and core metrics : SLA, FRT, AHT, CSAT, shrinkage, occupancy, adherence

- Analytical mindset - dives into queue data, spots patterns, runs RCAs, proposes solutions
- Outstanding written & verbal communication; clear, persuasive, and able to de-escalate
- Thrives in a fast-paced, high-growth startup - comfortable with ambiguity and rapid change
- Strong ownership and a get-it-done attitude, takes end-to-end accountability for queue health
- Bias for action - moves rapid, makes real-time calls, follows through

- Thrives in startup environment - has built support processes, SOPs, and workflows from scratch in a 0->1 setup is a plus

📌 Support Operations Lead (Gurugram)
🏢 Wishlink
📍 Gurugram