Customer Support Operations Manager

Jobgether; India; On-site; INR 1,674,000 - 2,344,000; Full time

Benefits offered by this job

Fully remote opportunity

Job summary

Jobgether is seeking a Customer Support Operations Manager based in India to lead a remote-first support team and scale operations across channels.

This hands-on leadership role partners with executives to design SOPs, optimize workflows, monitor KPIs, and coach agents, with US-hours coordination and cross-functional collaboration.

Qualifications

• 3-5+ years in Customer Support Operations or a closely related operational leadership role.
• Proven experience managing remote and geographically distributed customer service teams.
• Strong understanding of customer support metrics, ticketing systems, workflows, quality management, and performance optimization.
• Demonstrated ability to build and improve SOPs, processes, and operational systems in a growing organization.
• Excellent written and verbal English communication skills, with confidence working with both frontline teams and senior stakeholders.

Responsibilities

• Oversee day-to-day customer support operations across channels.
• Monitor KPIs such as response times, resolution rates, CSAT, escalations, and service quality.
• Identify operational gaps and implement continuous improvement initiatives.
• Design, document, and refine SOPs, workflows, processes, and standards for scalability.
• Support recruitment, onboarding, training, coaching, and development of support team members.
• Serve as escalation point for complex customer issues and operational challenges.
• Coordinate staffing to maintain US business hour coverage.
• Collaborate with Product, Engineering, Clinical, and Operations to address recurring issues.
• Establish a high-performance support culture based on accountability and customer empathy.

Skills

Customer support ops

Remote team leadership

Metrics management

SOP development

English communication

Tools

Ticketing systems

Workflow automation

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for aCustomer Support Operations Manager based in India.

This is a hands-on leadership opportunity to help scale customer support operations within a fast-growing, remote-first environment. You will work closely with leadership and frontline teams to strengthen workflows, performance, and service quality. The role combines operational ownership with team support, process improvement, and cross-functional collaboration. You will use data and customer insights to identify opportunities and drive measurable improvements. You'll also help build scalable SOPs, training practices, and support processes as the organization grows. This is an ideal environment for an autonomous, solutions-oriented professional who enjoys building structure and making a visible operational impact.

Accountabilities

• Partner with leadership and existing support management to oversee day-to-day customer support operations and ensure smooth execution across the team.
• Monitor support performance across chat, email, and phone channels, tracking KPIs such as response times, resolution rates, CSAT, escalations, and overall service quality.
• Identify operational gaps and implement continuous improvement initiatives to increase efficiency, consistency, and customer satisfaction.
• Design, document, and continuously refine SOPs, workflows, processes, and operational standards for a scalable support organization.
• Support the recruitment, onboarding, training, coaching, and ongoing development of customer support team members.
• Serve as an escalation point for complex customer issues and operational challenges, ensuring timely and effective resolution.
• Coordinate staffing and coverage to maintain consistent service levels during U.S. business hours.
• Collaborate with Product, Engineering, Clinical, and Operations teams to identify recurring customer issues and develop sustainable solutions.
• Help establish and maintain a high-performance support culture based on accountability, clear communication, customer empathy, and continuous learning.

Requirements

• 3-5+ years of experience in Customer Support Operations, Customer Support Management, or a closely related operational leadership role.
• Proven experience managing, supporting, or coordinating remote and geographically distributed customer service teams.
• Strong understanding of customer support metrics, ticketing systems, workflows, quality management, and performance optimization.
• Demonstrated ability to build and improve SOPs, processes, and operational systems in a growing organization.
• Strong analytical and problem-solving skills, with the ability to translate performance data into practical operational improvements.
• Excellent written and verbal English communication skills, with confidence working with both frontline teams and senior stakeholders.
• Highly organized, proactive, accountable, and comfortable taking ownership without requiring extensive direction.
• Ability to work consistently during U.S. business hours and collaborate effectively across time zones.
• Comfortable operating in a fast-paced startup environment where priorities can change quickly and decisions need to be made with autonomy.
• Experience in telehealth, healthcare, SaaS, e-commerce, or another regulated or customer-centric industry is a strong plus.

Benefits

• Fully remote opportunity for candidates based in India.
• Opportunity to work with a globally distributed and collaborative team.
• Significant ownership and direct impact on the development and scalability of customer support operations.
• Opportunity to build and improve support systems, processes, and team practices from an early stage.
• Clear potential for professional growth as the organization expands.
• Remote-first working environment with a strong focus on operational clarity, accountability, and autonomy.
• Exposure to cross-functional collaboration across Product, Engineering, Clinical, and Operations teams.
• Work aligned with U.S. business hours.
• Compensation structure includes an expected monthly rate, discussed as part of the hiring process.