Technical Support Operations Lead
Based in IndiaFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 5+ years
- Required Skills
- People ManagementRESTful APIsTechnical supportData analyticsZendesk
Requirements
- 5+ years of experience in technical support or customer service operations.
- Demonstrated progression into management.
- Experience managing multiple teams or functions simultaneously.
- Proven track record building support automation (e.g., chatbot workflows, ticketing rules).
- Highly analytical; skilled at defining metrics and building dashboards.
- Strong technical fluency with support platforms, APIs, and workflow automation tools.
- Excellent stakeholder management skills.
- Strong written and verbal communication skills in English.
- Based in India.
- Experience working with international teams.
Responsibilities
- Lead and develop two distinct support teams: Community Support and Tier 2 Internal Support.
- Design, build, and maintain customer service automations including AI-assisted workflows.
- Establish and continuously improve standard operating procedures across support functions.
- Define KPIs for both teams and own reporting cadences.
- Partner with stakeholders across Community Experience, Operations, and Technology teams.
- Act as an escalation point for complex, ambiguous, or cross-functional support issues.
- Drive adoption of platforms and tooling like Zendesk and Microsoft 365.
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