Associate Manager - Operations (CS)

Overview

Lead a high-volume customer support operations team handling user tickets across chat, call and email for AstroLokal.

What you'll do

• Lead a team handling 1,000+ user tickets per day across chat, call and email channels.
• Ensure SLA adherence by monitoring real-time queue health across channels and proactively reallocating bandwidth.
• Plan and publish weekly/monthly rosters, including weekend coverage, backups, and leave management, with channel-wise staffing (chat, calls, email).
• Conduct daily standups and shift handovers to ensure smooth cross-shift operations.
• Track and improve agent-level performance: productivity, SLA, accuracy, and quality benchmarks.
• Maintain clean documentation for audits, incident tracking, escalations, and compliance controls.
• Drive continuous process improvements to enhance user experience and operational efficiency.

What you'll need

• 3–5 years of experience in Operations / Customer Support.
• Strong understanding of SLA management, queue metrics, and performance dashboards.
• Experience in roster planning and shift-based team management.
• Hands-on experience with ticketing tools such as Zoho or similar CRM platforms.
• Data-driven mindset with strong Excel/Google Sheets skills.
• Ability to thrive in fast-paced, high-growth startup environments.

Nice to have

• Prior experience managing high-volume ticketing environments (1000+ tickets/day).
• Strong team handling experience (10–25 member teams).
• Experience in Customer Support Ops / Marketplace Ops.

Details

• Location: Bengaluru, Karnataka, India.