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

📌 Manager Customer Support (Bengaluru)
🏢 Jupiter
📍 Bengaluru