Associate Manager - Operations (CS)

Lokal; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Lokal is seeking a strong Associate Manager - CS Ops to oversee high-volume ticket resolution across chat, calls and email for AstroLokal. You will lead a 10–25 member team, monitor SLA and queue health, and plan rosters with weekend coverage.

Strong Excel/Sheets skills and experience with Zoho CRM are required to drive efficiency and compliance. The role demands hands-on execution, structured thinking, and the ability to thrive in a fast-growing startup environment.

Qualifications

• 3–5 years in Operations or Customer Support.
• Experience handling high-volume ticketing environments (1000+ tickets/day preferred).
• Experience leading teams of 10–25 members.
• Hands-on with ticketing tools and dashboarding.
• Strong understanding of SLA management and performance metrics.

Responsibilities

• Lead a team handling 1,000+ user tickets per day across chat, call and email channels.
• Monitor real-time queue health and optimize staffing to meet SLA.
• Publish weekly/monthly rosters including weekend coverage and leave management.
• Conduct daily standups and handovers for smooth operations.
• Track agent productivity, SLA, accuracy, and quality benchmarks.
• Maintain audit trails and documentation for audits and incidents.
• Drive process improvements to enhance user experience and efficiency.

Skills

Team management

SLA management

Cross-functional coordination

Data-driven mindset

Excel/Google Sheets

Tools

Zoho CRM

Job description

About Lokal :

In 2018, we began with a WhatsApp group with a simple hypothesis: people in tier-2/3 towns weren't really using the internet meaningfully yet. We believed that if we started with local content in their own language, they'd come back every day; once there was a habit and trust, that same space could naturally grow into classifieds and, eventually, something they used for almost everything online.

This spark became Lokal. Our first instinct was to put everything in one place & one app - local updates, classifieds, jobs, matrimony and more. It worked, till it stopped working. Users gave us the insight - when one use case outweighs the others, everything else seems like noise. We listened. Like how Craigslist quietly seeded a generation of focused companies & marketplaces, we began unbundling and verticalising.

Today, Lokal is a house of focused apps, many products, one mission:

to connect Tier-2/3+ India to the Knowledge, opportunities, tools and experts they've always deserved.

We now operate dozens of live apps across categories like:

• Edutainment & Skill Learning - practical skills and learning in regional languages (GyanTV)
• Matrimonial Matchmaking - hyperlocal, compatibility-first partner search (Lokal Matrimony)
• Agri Consulting - farmer-first advisory in local languages (AgriLokal)
• Local Jobs - blue- and grey-collar opportunities close to home (Lokal Jobs, Sahi Jobs)
• Social & Community - Place to find & post social updates (Lokal app)
• Emotional Well-being & Peer Support - safe spaces to talk and feel heard (Dostt & Eaze)
• Astrology & Guidance - instant access to trusted Astrologers via chat and voice (AstroLokal)
• Advisory Services - early bets in legal help, financial guidance, career counselling, and more

Under the hood, Lokal is a discovery and access platform: local-language internet + deep Bharat insight+ AI. When someone opens a product we've built, they don't wade through clutter; they get a straight line to what they came for.

This is the story new teammates walk into: a company that started as a whatsapp group, became a family of focused apps, and kept one belief at the centre — access changes lives.

We ship fast. We learn fast. We build for Bharat.

We are backed by leading global and domestic investors including Y Combinator, Sony, Global Brain, India Quotient, and 3one4 Capital.

Role Overview :

We are looking for a strong Associate Manager - CS Ops to manage high-volume ticket resolution across chat, calls and email for AstroLokal. The role requires strong execution rigor, people management skills, and hands‑on experience with ticketing tools.

Key Responsibilities :

• 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

Requirements

• 3-5 years of experience in Operations / Customer Support
• Prior experience managing high-volume ticketing environments (1000+ tickets/day preferred)
• Strong team handling experience (10-25 member teams preferred)
• Hands‑on experience with ticketing tools such as Zoho or similar CRM platforms
• Strong understanding of SLA management, queue metrics, and performance dashboards
• Experience in roster planning and shift-based team management
• Data‑driven mindset with strong Excel/Google Sheets skills
• Ability to thrive in fast-paced, high-growth startup environments
• Experience in Customer Support Op's / Marketplace Ops is a plus

What We're Looking For :

• Strong ownership mindset
• High execution bias
• Structured thinker with operational discipline
• Comfortable working with scale and ambiguity