About the Role

Build, operate, scale and improve Community Operations with a heavy focus on solving problems and leading teams to deliver stellar outcomes. Continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and managing stakeholder relationships across the larger business to set the right expectations and deliver on them.

Your Impact in Role:

- Lead and develop a team of 10-15 Community Operations Specialists (COS), responsible for their overall performance
- Carry out supervisory responsibilities in a 24/7 operations set-up helping COSs meet their targets; Focus on management of SLA metrics, Quality and Customer experience
- Work with cross functional teams (Quality, Training), developing and implementing QA/ Training programs to improve the quality and productivity of the team
- Dive deep into the numbers and make data-driven process improvements; Work closely with Analytics team in unearthing trends
- Be the source of knowledge to train, educate, and answer questions from COSs or other stakeholders
- Independently execute ad-hoc projects or run experiments,



ensuring complete adherence from the team and share clear, actionable insights back with the stakeholders
- Analyze the performance of your teams, identify trends and provide constructive feedback to individuals on a consistent basis
- Review JIRAs daily and esnure that the SLAs are being met

The Experience You''ll Bring:

- Minimum 1 year of team handling experience
- Strong verbal and written communication skills in English
- Willingness to work in a 24x7 support environment
- Strong understanding of customer support workflows, quality frameworks, and case management systems

Preferred Qualifications:

- Strong analytical and problem-solving skills
- Expertise in handling relevant LOB (Line of Business)
- Proven ability to manage stakeholders and communicate effectively across teams
- Demonstrated ability to meet deadlines with high ownership and accountability
- Self-motivated and goal-driven with a continuous improvement mindset
- Robust team management and coaching skills
- Understanding of Project Management fundamentals

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