Executive-customer/technical support

Golden Opportunities; Maharashtra; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Golden Opportunities in Maharashtra is seeking a seasoned Customer Support Operations Manager to lead a team of support specialists, coach for performance, and own key KPIs.

You will monitor daily operations, manage workload and backlog, and drive capacity planning with timely overtime decisions. Use SQL to investigate cases, guide root-cause analysis, and collaborate with cross‑functional teams to reduce escalations and improve customer experience.

Qualifications

• 5+ years in customer support, operations, or customer experience – including team mentoring, or escalation ownership and 3+ years in people management, with a proven record of owning and improving team-level KPIs.
• Experience with ticketing tool such as Zendesk, Freshdesk, or Slack.

Responsibilities

• Recruit, manage, coach, and develop a team of support specialists; deliver consistent coaching and performance feedback, execute individual PIPs, and close performance gaps to build accountability.
• Own and improve team-level KPIs – productivity, quality (IQS), CSAT, AHT, SLA/TAT, backlog, escalation rate, and attrition.
• Monitor daily operations, assign priorities, manage workload and backlog; support capacity planning and scheduling, and trigger overtime decisions with 24 hours’ notice where possible to ensure timely case closure.
• Use SQL to investigate complex cases — validating records, transactions, payouts, and workflow status — and guide the team on root‑cause findings and accurate resolution notes in Zendesk or similar tools.
• Own escalated, sensitive, or ambiguous cases as primary escalation point to the Client Operations Lead, ensuring each escalation carries clear context, data evidence, impact, and next steps.
• Drive governance through daily huddles, KPI reviews, performance trackers, quality checks, and action‑item closure; ensure SOP adherence across the team.
• Identify recurring defects, process gaps, escalation trends, and workflow inefficiencies; recommend SOP, macro, dashboard, or process improvements/automations.
• Partner with cross‑functional teams – operations, quality, training, product, and data – to reduce escalations, resolve blockers, and improve contributor experience.

Skills

Team leadership

KPI management

SQL troubleshooting

Zendesk / Freshdesk

Process improvement

Cross-functional collaboration

Tools

Zendesk

Freshdesk

Slack

Job description

Responsibilities

• Recruit, manage, coach, and develop a team of support specialists; deliver consistent coaching and performance feedback, execute individual PIPs, and close performance gaps to build accountability.
• Own and improve team-level KPIs – productivity, quality (IQS), CSAT, AHT, SLA/TAT, backlog, escalation rate, and attrition.
• Monitor daily operations, assign priorities, manage workload and backlog; support capacity planning and scheduling, and trigger overtime decisions with 24 hours’ notice where possible to ensure timely case closure.
• Use SQL to investigate complex cases — validating records, transactions, payouts, and workflow status — and guide the team on root‑cause findings and accurate resolution notes in Zendesk or similar tools.
• Own escalated, sensitive, or ambiguous cases as primary escalation point to the Client Operations Lead, ensuring each escalation carries clear context, data evidence, impact, and next steps.
• Drive governance through daily huddles, KPI reviews, performance trackers, quality checks, and action‑item closure; ensure SOP adherence across the team.
• Identify recurring defects, process gaps, escalation trends, and workflow inefficiencies; recommend SOP, macro, dashboard, or process improvements/automations.
• Partner with cross‑functional teams – operations, quality, training, product, and data – to reduce escalations, resolve blockers, and improve contributor experience.

Must Have

• 5+ years in customer support, operations, or customer experience – including team mentoring, or escalation ownership and 3+ years in people management, with a proven record of owning and improving team-level KPIs.
• Experience with ticketing tool such as Zendesk, Freshdesk, or Slack.