Position -Operations Head -Customer Support & Client Success

Role Summary -The Operations Head will be responsible for leading the global customer support operations, ensuring exceptional client experience, operational excellence, and business growth. This role oversees support delivery, client relationships, account management, resource utilization, financial governance, and continuous service improvement while managing a high-performing team supporting customers across multiple geographies.

Key Responsibilities

1. Operations Leadership

• Lead and mentor a team of 20+ customer support professionals, including a 24x7 support function.
- Ensure high-quality support delivery in accordance with defined SLAs and KPIs.
- Drive operational efficiency through standardized processes and best practices.
- Build a culture of accountability, ownership, and customer-centricity. 2. Client Satisfaction & Success
- Serve as the primary operational leader for strategic customer relationships.
- Monitor customer health and satisfaction through regular reviews and feedback.




- Ensure timely resolution of issues while consistently exceeding client expectations.
- Drive initiatives that improve customer retention and long-term success.

3. Account Management & Business Growth
- Partner with Sales and Customer Success teams to identify opportunities for account expansion.
- Support renewals, upselling, and cross-selling initiatives through strong client engagement.
- Conduct regular business reviews with key customers.
- Build trusted advisor relationships with client stakeholders.

4. Resource & Ticket Management
- Optimize resource allocation to ensure productive ticket handling and workload distribution.
- Monitor ticket queues, aging, backlog, productivity, and SLA compliance.
- Improve team utilization through workforce planning and capacity management.
- Drive automation and process improvements to enhance operational efficiency.

5. Billing & Commercial Governance
- Ensure time

📌 Head Operations (Pune)
🏢 VALUEADD SOFTTECH & SYSTEMS (VAST)
📍 Pune