Manager - Support Operations

WishLink

Haryana

On-site

INR 1,200,000 - 1,800,000

Full time

13 days ago

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Benefits offered by this job

Competitive salary

Generous ESOPs

Relocation bonus

Learning & development programs

Dedicated budget

Company newsletters

ChatGPT subscription

Team outings

Health plans & gym membership

Job summary

Wishlink is hiring a Manager / Assistant Manager – Support Ops to drive performance and scalability of Creator Support. You will own support metrics end-to-end, identify drivers behind SLA and quality issues, and implement fixes through process changes, tooling, and collaboration with Product/Engineering.

This role acts as the bridge between on-ground support and tech to enable scalable AI-first solutions. The ideal candidate has 4-5 years in CX/supply ops with strong data skills, experience

Qualifications

4-5 years in CX ops / support ops / operations / program roles with strong metric ownership.
Strong analytical problem solving and Excel/data analysis skills.
Experience with support platforms (Freshchat/Freshdesk/Zendesk/Intercom).
Startup experience and ability to set up processes from 0-to-1.
Comfort collaborating with Product/Engineering and translating ops pain points into fixes.
Ability to diagnose root causes from messy data and drive improvements.

Responsibilities

Coach TLs with coaching and QA loops; design training roadmap; onboard ramp and certification.
Own end-to-end support metrics: response time, SLA, resolution time, backlog, QA, CSAT.
Diagnose metric gaps; prioritize top problems; create briefs and work with PM/Eng to ship fixes.
Implement routing logic, macros, workflows, and automation; measure impact and iterate.

Skills

Metric ownership

Analytical problem solving

Team lead management

Startup experience

Problem solving

Collaboration with product/engineering

Tools

Excel

Freshchat

Freshdesk

Zendesk

Intercom

Job description

Wishlink is on a mission to revolutionize the creator economy and redefine how people shop. We're all about providing every user with a highly personalized shopping experience guided by creators, so they can find exactly what they want, in a very short time, while improving their online shopping experience severalfold. We are shaping a new era at the intersection of two of the most prominent aspects of the internet- e-commerce and social media.

Team and Investors

Wishlink was founded by 3 friends from college, Chandan , Shaurya , and Divyansh , with a shared passion to solve real-world problems at scale and consume content for hours (XD). We started Wishlink in January 2022 when we discovered products on social media that we wanted to buy but could not (in some cases, actually did)! We are based out of Gurugram. We have recently raised a series B round of $17.5M backed by leading global investors including Vertex Ventures SE Asia & India, Fundamentum, and Elevation Capital.

Why Join Us?

Exciting Problem

The way people shop online is changing. Users are tired of spending hours browsing humongous catalogs on eCommerce marketplaces just to find a single piece of apparel they like. They need curation, and they need trusted reviews - which is what Wishlink is bringing with the help of content creators. Wishlink is at the forefront of this change, enabling users to shop in an easier and more exciting way.

Immense Scale

In just 4 years of existence, Wishlink is used by over 900k users daily to discover and shop products online. This number has grown over 3x in the last 4 months.

Wishlink is all about its people . Our team is young and energetic, come from stellar backgrounds, and are dedicated towards a common goal. Also, we have a LOT of fun!

We have grown remarkably in the last 3 years and are doing a monthly GMV of over Rs. 400cr. We are working with over 50,000 content creators and 300+ brands and eCommerce marketplaces including Amazon, Flipkart, Myntra, Nykaa, Ajio, H&M, Savana (Urbanic), Only, Vero Moda, Libas, Aurelia, Mama Earth, and many more.

Wishlink presents an exciting opportunity for you to contribute to and grow within the creator-enabled eCommerce space, have the chance to work at an emerging consumer-tech startup and be an integral part of this dynamic journey.

We are looking for a Manager / Assistant Manager – Support Ops to drive performance and scalability of Creator Support. This person shall own support metrics end-to-end, identify the biggest drivers behind SLA/quality issues, and execute fixes through process changes, tooling/automation, and tight collaboration with Product/Engineering. This person is the bridge between on-ground support and tech to implement scalable AI first solutions.

Key Responsibilities:

Team Performance Enablement (with TLs)
- Ensure TLs run consistent coaching and QA loops based on data.
- Spot performance outliers early and drive corrective actions (training, SOP adherence, workflow changes).
- Design and own the training roadmap for agents and TLs — onboarding ramp, skill-gap-driven refreshers, and certification on new workflows/SOPs; track effectiveness via pre/post QA score movement.
Own Support Metrics (end-to-end)
- Own all support metrics viz. response time, SLA, resolution time, backlog + ageing, productivity (chats/hour), QA score, CSAT and others
- Run daily and weekly performance reviews with TLs; convert metric gaps into clear action plans and close tracking.
- Build an issue taxonomy and monitor top drivers of inbound, delays, and repeats.
Identify Problems and Drive Fixes (core of the role)
- Diagnose why metrics are off (category-wise, agent-wise, shift-wise, workflow-wise).
- Prioritise the top 3–5 problems that will move metrics the most and drive them to closure.
- Create structured problem briefs and work with PM CX / Product / Eng to ship fixes.
Execute Efficiency Improvements (automation + process)
- Implement operational improvements inside Freshchat (or equivalent): routing logic, macros, workflows, QA mechanisms, knowledge hygiene.
- Drive automation/self-serve adoption (bot coverage, deflection flows, agent-assist readiness) in partnership with PM CX.
- Measure impact of each change (before/after) and iterate until metrics stabilise.

What We’re Looking For

Minimum of 4-5 years in CX ops / support ops / operations / program roles with strong metric ownership, preferred candidates who have grown in Support from Agent to Team Lead to Manager
Strong analytical problem solving, e xcellent proficiency in Excel and data analysis; able to build and interpret dashboards independently.
Comfort collaborating with Product/Engineering and translating ops pain points into implementable fixes.
Experience with support platforms (Freshchat/Freshdesk/Zendesk/Intercom) and automation/workflow concepts.
Prior experience in a startup environment, ideally having set up processes from 0-to-1.
Strong problem-solving ability — comfortable diagnosing root causes from ambiguous, messy data.
Experience managing team leads in a support/ops setup preferrably with 2-3 years of experience.

Perks and Benefits

We are committed to providing the best environment for you to thrive in. To help with this, we have the following benefits available for all our employees.