Customer experience at Opptra isn't an afterthought it's infrastructure. As Services Lead, you'll build the post-sale engine from the ground up: the processes, tools, team, and playbook that make every customer interaction reliable, quick, and worth repeating. This role sits at the intersection of operations and product, and you'll be the person who turns on-ground service friction into requirements the tech team can actually build against.

What You'll Own
- Design the services charter from scratch service catalogue, SLAs, escalation paths, QA frameworks — and then run it day-to-day.
- Pick, implement and configure the right CRM or ticketing stack (Zendesk, Freshdesk, Salesforce or equivalent) and wire it into existing workflows.
- Manage third-party service partners — set expectations, define contracts, hold them to outcomes.
- Build and lead the service team: hire for the right profile, structure for scale, develop for ownership.
- Partner with product and engineering to translate service pain points into clear, prioritised requirements — and see them through to delivery.




- Own the metrics: CSAT, NPS, resolution time, cost-to-serve, volume. Use them to run operations, not just report them.
- Expand the function as new brands and categories come online — standardise what works, adapt what doesn't.

Requirements

What You Bring
- 3–8 years in a Services, Customer Service or Service Operations role — with at least one experience of building a function from zero.
- You've designed service processes from scratch before: catalogue, SLAs, escalation matrices, QA — and then actually operated them at volume.
- Hands-on with CRM or ticketing platforms. You've configured workflows and integrations, not just used the front end.
- You know how to talk to a product team — translate a service pain point into a spec, prioritise it against competing asks, and follow it through.
- Data-oriented by default. You use numbers to make decisions, not just to make slides.
- Experience bui

📌 Customer Service Lead (Bengaluru)
🏢 Oppdoor
📍 Bengaluru