About the Role
We're looking for a hands-on, process-driven individual to own support operations for both
our partners (astrologers) and users on the Astrotalk platform. You'll ensure timely, high-
quality resolution of queries and complaints, build scalable support processes, and act as
the bridge between the ground and internal teams. This is a critical role that directly impacts
partner satisfaction and user trust.
What You'll Do
• Own end-to-end support operations for partners and users — across chat, call, and
ticket-based channels
• Build and maintain SOPs, escalation frameworks, and response playbooks for
common and edge-case scenarios
• Monitor support metrics — response times, resolution rates, CSAT, escalation rates
— and drive continuous improvement
• Identify recurring issues and work with product, ops, and partner teams to address
root causes

- Manage and mentor a team of support executives, ensuring quality and consistency




- Handle escalated or sensitive cases involving partners or users directly
- Drive process improvements to improve support efficiency and reduce ticket volumes

over time
• Collaborate with the training team to keep support staff updated on platform changes
and policies
What We're Looking For
• 5–8 years of experience in customer support, partner support, or support operations
roles
• Prior experience in a high-volume support environment — you've handled scale and
know how to build systems for it
• Experience building or improving support processes, SOPs, or escalation
frameworks
• Exposure to managing both supply-side (partner) and demand-side (user) support is
a strong plus
• Robust communication skills — clear, empathetic, and effective across different
audiences
• Data-driven mindset — comfortable tracking metrics and using them to improve operations

📌 Customer support manager (Noida)
🏢 AstroTalk
📍 Noida