A US fintech is scaling its India team and has partnered with Flexiple to build its service operations function. You will own how customers are supported as the business grows quickly. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.
Role Overview
As a Service Operations Manager, you will own the processes and metrics behind customer service, keeping response quality high and turning support data into operational improvements.
Key Responsibilities
Service Delivery
Own service workflows, SLAs, and escalation paths across channels
Manage queues, staffing, and coverage to meet response targets
Maintain quality standards and customer-experience consistency
Performance & Improvement
Build dashboards on response time, resolution, and CSAT
Identify recurring issues and drive process and tooling fixes
Improve runbooks, documentation,
and self-service content
Ideal Candidate Profile
3 to 7 years in service operations, customer support, or operations roles
A process-first mindset with robust attention to detail
Comfort with support tooling, spreadsheets, and reporting
Transparent written and spoken English and a reliable remote-work setup
Preferred Qualifications
Exposure to fintech, SaaS, or regulated customer environments
Experience with helpdesk tools such as Zendesk or Freshdesk
Comfort with a partial US time-zone overlap
What We Offer
A founding service-operations seat with a US fintech's India team
Remote-friendly, pan-India hiring with long-term placement
Direct exposure to leadership and a high-ownership mandate
One application considered for this and future matched roles