Who we're looking for
We are seeking an experienced and strategic Manager of Operations to lead our customer support function. You will own the end-to-end performance of customer support operations, driving efficiency, quality, and a world-class customer experience. This role is ideal for a seasoned leader who combines robust people management with a data-driven, process-improvement mindset and is comfortable owning outcomes in a fast-paced, high-growth environment.
Key Responsibilities
Team Leadership and People Management:
Lead and manage a team of 2-4 Team Leaders, who in turn supervise customer support executives, ensuring strong leadership depth across the function.
Own hiring, onboarding, performance management, and career development for the operations team.
Conduct regular one-on-ones and structured performance reviews, driving a culture of coaching, accountability, and continuous improvement.
Operational Ownership and Quality Assurance:
Own the daily, weekly, and monthly performance of the customer support function,



ensuring all tickets and inquiries are resolved within defined SLAs.
Set and own targets for key performance indicators (KPIs) such as CSAT, first call resolution, response and resolution times, and take corrective action independently when metrics slip.
Establish and govern quality assurance frameworks across chat, email, and phone interactions, ensuring consistent adherence to quality and compliance standards.
Manage staffing plans, shift rosters, and capacity planning in line with volume forecasts and business growth.
Process Improvement and Strategic Problem-Solving:
Identify systemic inefficiencies and bottlenecks across the support function and design and implement solutions, tools, and workflows to improve productivity and customer experience.
Own the evaluation, selection, and rollout of new support tools, automation, and process changes in partnership with cross-functional stakeholders.
Personally own resolution of the most complex or h

📌 Manager Customer Support (Bengaluru)
🏢 Jupiter
📍 Bengaluru