About This Role

We're building out our Customer Support Operations function across voice, email, and chat, and need someone to take end-to-end ownership of how it runs. This role owns the outsourced and internal support teams, sets up the processes and governance the function needs, and works closely with product, technology, finance, and other stakeholder teams to keep operations running smoothly.

This is a hands-on role. You'll be building processes from scratch while managing a vendor relationship and a growing team, and taking responsibility for outcomes, not just activities.

What You'll Do

Team & Vendor Management

Own the outsourced support team's capacity, productivity, attendance, and performance.
Partner with the outsourcing vendor to ensure adequate staffing and coverage.
Drive onboarding, training, and readiness for current team members as the operation scales.
Run regular governance and performance reviews with the outsourcing partner.
Work with the vendor on manpower planning, recruitment, training, and attrition management.

Performance & Quality





Define and own operational KPIs, including productivity, TAT, SLA adherence, quality, resolution rate, backlog, ageing, and escalation rate.
Build dashboards and management reports that give visibility into operational performance.
Set up a quality monitoring framework, including sampling methodology, audits, and feedback loops.
Identify performance and quality gaps and drive corrective action.

Process & Improvement

Build processes and SOPs for the support operation from the ground up.
Create workflows, escalation matrices, and governance mechanisms.
Partner with Product and Technology to identify and drive automation opportunities.
Continuously look for ways to reduce manual effort and improve turnaround time.

Escalation & Stakeholder Management

Act as the first-level internal escalation point for operational issues.
Own resolution of critical customer, client, partner, and business escalations through t

📌 Manager – CS Operations (Bengaluru)
🏢 Xoxoday
📍 Bengaluru