Job Summary

We are looking for a Manager / Assistant Manager - Support Ops to drive performance and scalability of Creator Support. This person shall own support metrics end-to-end, identify the biggest drivers behind SLA/quality issues, and execute fixes through process changes, tooling/automation, and tight collaboration with Product/Engineering. This person is the bridge between on-ground support and tech to implement scalable AI first solutions.

Key Responsibilities

- Team Performance Enablement (with TLs)
- Ensure TLs run consistent coaching and QA loops based on data.
- Spot performance outliers early and drive corrective actions (training, SOP adherence, workflow changes).
- Design and own the training roadmap for agents and TLs - onboarding ramp, skill-gap-driven refreshers, and certification on new workflows/SOPs; track effectiveness via pre/post QA score movement.

- Own Support Metrics (end-to-end)

- Own all support metrics viz. response time, SLA, resolution time, backlog + ageing, productivity (chats/hour), QA score, CSAT and others
- Run daily and weekly performance reviews with TLs; convert metric gaps into transparent action plans and close tracking.
- Build an issue taxonomy and monitor top drivers of inbound, delays, and repeats.

- Identify Problems and Drive Fixes (core of the role)

- Diagnose why metrics are off (category-wise, agent-wise, shift-wise, workflow-wise).
- Prioritise the top 3-5 problems that will move metrics the most and drive them to closure.
- Create structured problem briefs and work with PM CX / Product / Eng to ship fixes.





- Execute Efficiency Improvements (automation + process)

- Implement operational improvements inside Freshchat (or equivalent): routing logic, macros, workflows, QA mechanisms, knowledge hygiene.
- Drive automation/self-serve adoption (bot coverage, deflection flows, agent-assist readiness) in partnership with PM CX.
- Measure impact of each change (before/after) and iterate until metrics stabilise.

What We re Looking For
- Minimum of 4-5 years in CX ops / support ops / operations / program roles with strong metric ownership, preferred candidates who have grown in Support from Agent to Team Lead to Manager
- Strong analytical problem solving, excellent proficiency in Excel and data analysis; able to build and interpret dashboards independently.
- Comfort collaborating with Product/Engineering and translating ops pain points into implementable fixes.
- Experience with support platforms (Freshchat / Freshdesk / Zendesk / Intercom) and automation/workflow concepts.
- Prior experience in a startup environment, ideally having set up processes from 0-to-1.
- Strong problem-solving ability - comfortable diagnosing root causes from ambiguous, messy data.
- Experience managing team leads in a support/ops setup preferrably with 2-3 years of experience.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Manager - Support Operations (Faridabad)
🏢 Wishlink
📍 Faridabad