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 setting — 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 solid 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