Customer Support Operations Manager

Manager Support Operations

About

Keka has been a silent revolution in the making since our launch 9 years ago. Our steadfast focus on building an employee-centric HR platform was well received by more than 8500 businesses across India and the world. Today we are India’s #1 platform in the segment with the greatest number of new customers adopting the platform. All with zero advertising spend and pure customer love. We are an organization built by our employees. The passion and the extreme ownership that our people bring to the table are contagious. We don’t hide our shortcomings and we aren’t afraid to ask for help. When we fail, we learn, adapt, and do better in the future. This open culture encourages our people to innovate, regardless of their function and across departmental boundaries.

Recently, in November 2022, the company secured India’s largest Series A SaaS funding with a whopping $57million from WestBridge Capital.

We are searching for a highly organized and results-oriented Manager, Support Operations , to join our growing team. In this role, you will oversee all aspects of our support operations, ensuring a seamless and positive experience for our customers and internal teams. You will be responsible for leading a team of support professionals, developing and implementing efficient processes, and driving continuous improvement within the support function.

Responsibilities:

• Own overall customer support quality, quality of responses and resolution accuracy for the customers managed
• Lead and manage a team of support professionals, providing coaching, mentorship, and performance management.
• Develop and implement strategies to achieve support operation goals, including improving customer satisfaction, resolution rates, and first-contact resolution.
• Set clear expectations and KPIs for your team, tracking progress and identifying areas for improvement.
• Analyze customer support data and feedback to identify trends and opportunities for process improvement.
• Develop and implement knowledge base articles, FAQs, and other self-service resources to empower customers.
• Design and implement efficient workflows and processes to ensure timely and accurate resolution of customer inquiries.
• Collaborate with cross-functional teams (e.g., Product, Engineering, Sales) to identify and resolve customer issues.
• Stay up-to-date on industry best practices and emerging trends in support operations.
• Manage support operations budget and resources effectively.

Qualifications:

• Minimum 7 - 8 years of experience in a support operations leadership role.
• Proven track record of building and managing high-performing support teams.
• Strong understanding of customer support best practices and methodologies (e.g., ITIL).
• Excellent analytical and problem-solving skills.
• Strong communication, interpersonal, and relationship-building skills.
• Ability to coach, mentor, and motivate others.
• Proficiency in project management methodologies.
• Experience with support ticketing systems and knowledge base tools (a plus).

Benefits:

• Competitive salary and benefits package.
• Opportunity to work with a talented and passionate team.
• Be part of a fast-growing and innovative company.
• Make a real impact on the customer experience.