Customer Support - Systems, Strategy & Design Lead

Dispatch Network; Pune District; On-site; INR 12,00,000 - 15,00,000; Full time

Job summary

A logistics and support technology company is seeking a Customer Support Operations Manager to design end-to-end support architecture for multiple channels. Responsibilities include creating support workflows, managing agents, and defining support KPIs. Ideal candidates have practical experience in customer support within gig economy platforms and are skilled in designing SOPs and workflows. This role emphasizes empathy for users and operational efficiency while leveraging AI tools.

Qualifications

• 3+ years of experience in customer support operations in logistics or gig economy platforms.
• Ability to design SOPs and workflows from scratch.
• Experience with AI and automation in support.

Responsibilities

• Design support architecture and workflows across multiple channels.
• Hire and train support agents.
• Define and track support KPIs.

Skills

Customer support operations

Communication skills

Operational mindset

SOPs and workflows design

Empathy for users and agents

Tools

AI/chatbot systems

Internal support tools

Job description

Responsibilities

• Design the end-to-end support architecture: intake, triage resolution, escalation feedback.
• Define support policies, SOPs, SLAs, and escalation matrices.
• Set up support workflows across chat, WhatsApp, and calls.
• Design ticket taxonomy, tagging, priority rules, and resolution paths.
• Work with product and tech teams to define requirements for the in-house support system test features before rollout.
• Provide continuous feedback from real support usage.
• Act as the voice of operations in product decisions.
• Help train and improve AI chatbots using real support data.
• Define what should be automated vs human-handled.
• Create feedback loops to continuously improve AI accuracy and usefulness.
• Hire, train, and manage support agents as the team scales.
• Design training materials, playbooks, and quality standards.
• Ensure consistent tone, clarity, and empathy across all support interactions.
• Define and track support KPIs (TAT, FCR, CSAT, escalation rates).
• Identify systemic issues and work cross-functionally to fix root causes.
• Improve operational efficiency without compromising user experience.
• Design and own cross-functional escalation frameworks between Customer.
• Support and: Engineering & Platform (bugs, outages, data inconsistencies).
• Finance and Payouts (earnings disputes, reversals, settlements).
• Operations and Fleet (rider availability, asset issues, on-ground constraints).
• Compliance and Policy (KYC, fraud, regulatory edge cases).
• Define clear escalation triggers, ownership boundaries, and resolution SLAs across teams.
• Create structured handoff mechanisms (tickets, alerts, dashboards) that minimise back-and-forth and loss of context.
• Ensure escalations are traceable, auditable, and measurable, not dependent on informal channels.
• Work with Product and Engineering to translate recurring support escalations into product fixes or automation design internal tools that reduce manual escalation load over time.
• Build incident-grade escalation flows for high-impact events (system outages, payout failures, mass rider issues), including severity classification, internal communication protocols, post-incident reviews and corrective actions.
• Act as the single owner of escalation design, ensuring that support agents know when and how to elevate, and downstream teams know what is expected and by when systemic issues are resolved at the root, not repeatedly patched.

Requirements

• Hands‑on experience in customer support operations within last‑mile logistics (3PL), ride‑hailing / cab platforms, food delivery platforms, quick commerce platforms, e‑commerce platforms, and other gig economy platforms.
• Proven experience setting up or scaling a support function, not just running an existing one.
• Strong understanding of real‑world edge cases in high‑volume, real‑time operations.
• Ability to design SOPs, workflows, and escalation logic from scratch.
• Comfort working with product and engineering teams on internal tools.
• Strong written and verbal communication skills.
• Operational mindset: practical, structured, and execution‑focused.
• Ownership‑driven: you treat support as a system, not a queue.
• Bias toward clarity, prevention, and automation.
• Empathy for users, agents, and operations.
• Experience working with AI/chatbots or automation in support.
• Exposure to in‑house or custom‑built support tools.
• Experience handling rider/partner support in gig platforms.