- Roles and responsibilities Recruit, manage, coach, and develop a team of support specialists; deliver consistent coaching and performance feedback, execute individual PIPs, and close performance gaps to build accountability
- Own and improve team-level KPIs productivity, quality (IQS), CSAT, AHT, SLA/TAT, backlog, esclation rate, and attrition
- Monitor daily operations, assign priorities, manage workload and backlog; support capacity planning and scheduling, and trigger overtime decisions with 24 hours notice where possible to ensure timely case closure
- Use SQL to investigate complex cases validating records, transactions, payouts, and workflow status and guide the team on root-cause findings and accurate resolution notes in Zendesk or similar tools
- Own escalated, sensitive, or ambiguous cases as primary escalation point to the Client Operations Lead, ensuring each escalation carries transparent context, data evidence, impact, and next steps
- Drive governance through daily huddles,



KPI reviews, performance trackers, quality checks, and action-item closure; ensure SOP adherence across the team
- Identify recurring defects, process gaps, escalation trends, and workflow inefficiencies; recommend SOP, macro, dashboard, or process improvements/automations
- Partner with cross-functional teams operations, quality, training, product, and data to reduce escalations, resolve blockers, and improve contributor experience
- Must Have5+ years in customer support, operations, or customer experience including team mentoring, or escalation ownership and 3+ years in people management, with a proven record of owning and improving team-level KPIs
- experience with ticketing tool such as Zendesk/Freshdesk/Slack

Contact Person Maheshwari Balasubramanian

Email [email protected]

📌 Executive - Customer / Technical Support (Pune)
🏢 Golden Opportunities
📍 Pune