Role Description

UST Job Title: Lead I - BPM

Who We Are

At UST, we help the world s best organizations grow and succeed through transformation. Bringing together the right talent, tools, and ideas, we co-create lasting change with our clients. With over 26,000 employees in 25 countries, we build for boundless impact touching billions of lives worldwide. Visit us at UST.com.

Key Responsibilities

- Customer Support & Navigation: Categorize incoming customer issues and provide precise resolution using client-approved scripts, FAQs, content, and templates.
- Inquiry Escalation & Coordination: Process and route inquiries related to customer safety, privacy, accessibility, and application support to designated teams per established procedures.
- Proactive Problem-Solving: Identify issue trends and take initiative to resolve customer concerns promptly and effectively.
- Data Security & Privacy: Strictly protect customer Personally Identifiable Information (PII) and ensure full compliance with privacy protocols.
- Communication: Maintain clear, empathetic, and professional customer-facing communications across all channels. Key Requirements:
- Excellent verbal and written communication skills.




- Proven track record of strong customer obsession and user-centric problem-solving.
- Prior experience following standardized workflows, scripts, and escalation channels.
- Strong commitment to data privacy, confidentiality, and compliance standards.
- Willing to work in night shift and support US clients.
- Atleast 1 year of experience in any US process / supporting US clients.
- Looking for 5+ yrs of experience this above experience.

At UST, our culture is built on our core values:

Humility We listen, learn, and act selflessly.

Humanity

We strive to improve the lives of others through our work.

Integrity

We honor commitments and act responsibly.

We celebrate diversity, inclusion, and innovation placing people at the center of everything we do.

Equal Employment Opportunity Statement UST is an Equal Chance Employer. All employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, or any other protected characteristic under applicable law.

Skills

Business Operations, Customer Support, Data Privacy, Compliance Management

📌 Lead SME (US voice process) (Bengaluru)
🏢 UST
📍 Bengaluru