About the Role:

We are looking for a dynamic and data-driven Customer Success &

- Operations Lead (5 to 8 years experience) to manage end to end customer success operations, service delivery, SLA compliance, and team performance. The candidate will lead an operational team, drive key client metrics, and ensure smooth cross-functional workflows.

Key Responsibilities:

- Team Leadership: Directly manage, mentor, and coach a team of 10+ customer support and operations professionals to achieve daily performance targets.

- SLA &
- Metric Management: Track and maintain key operational KPIs including Turnaround Time (TAT), First Contact Resolution (FCR), Ticket Resolution Rate, CSAT, and Quality Scores.

- Escalation Governance: Act as the primary point of contact for complex customer and enterprise client escalations, ensuring prompt resolution.

- Reporting &

- Analytics: Utilize CRM platforms (Salesforce/Odoo/Freshdesk) and analytics tools (Excel/Power BI) to create operational dashboards and track performance trends.

- Process &

- Quality Improvement:



Standardize SOPs, optimize ticket queue management, and build structured onboarding/training processes for new hires.

Desired Candidate Profile:

- Experience: 5 to 8 years of total experience with minimum 2+ years in direct team management (10+ direct reports).

- Target Domains: Experience in BPO/ITES, SaaS, HR-Tech, or FinTech operations.

- Technical Skills: Hands-on expertise with CRM platforms, ticketing tools, Advanced Excel, and dashboard reporting (Power BI / SQL).

- Location: Must be based in or willing to work on-site in Trivandrum (Technopark).

- Communication: Excellent written and verbal communication skills with solid stakeholder management capabilities.

Exclusions (Not Suitable):

- Candidates with backgrounds exclusively in Retail store operations, Logistics/Warehouse management, Field sales/collections, or Insurance Claims/TPA are not eligible for this role.

📌 Customer Success & Operations Lead - BPO / SaaS (Thiruvananthapuram)
🏢 Coders Brain
📍 Thiruvananthapuram