About the role

About This RoleWe'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 DoTeam & 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 new 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 to closure.
Coordinate with Product, Technology, Finance, Sales, and Account Management to resolve issues.
Flag operational risks and dependencies to senior management proactively.

Reporting

Prepare and present weekly and monthly operational performance reviews covering productivity, SLA/TAT, quality, backlog, escalations, capacity, and process gaps.

What We're Looking For

5–8 years of experience in Operations, Customer Experience, Customer Support, or Service Delivery.
Experience managing outsourced or vendor teams.
Experience managing teams of 15–30+ members, directly or through an outsourced partner.
Strong people and vendor management skills.
Strong understanding of operational KPIs, SLAs, productivity, quality, and capacity planning.
Ability to build processes and SOPs from scratch.
Strong stakeholder management and communication skills.
Strong Excel/Google Sheets and reporting/dashboarding skills.

Nice to Have

Experience setting up or scaling a new operation or process.
Experience in a high-volume, fast-paced operational environment.
Familiarity with Zendesk CRM.

What Makes You a Strong Fit

You take ownership of outcomes, not just activities.
You're comfortable getting into operational details when needed.
You use data to identify problems and make decisions.
You naturally look for ways to standardize and improve operations.
You spot risks and escalations before they become business-impacting.

Why This Role MattersThis role is central to scaling our support operation as it grows from around 5 to roughly 20 team members. Getting the processes, governance, and vendor relationship right here directly shapes the experience of our customers and partners, and builds the operating model the function will run on going forward.
Why Join Us

Own a function end-to-end, from process design to execution.
Work directly with Product, Technology, and Finance teams.
Shape the operating model for a team that's actively scaling.
Take on a role with real autonomy and decision-making ownership.

Manager – CS Operations

About the role

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