Operations Lead - Customer Support

Evotix Limited; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Evotix Limited in Bengaluru, India, is seeking a Customer Operations Lead to drive global customer support excellence. You will shape strategy, governance, and operational maturity, partnering with Support, Product, and Engineering to scale processes and deliver consistent, high-quality experiences across regions.

You will own the Salesforce Service Cloud roadmap, lead knowledge and AI readiness, and provide actionable insights through KPI and SLA reporting, enabling teams to focus on

Responsibilities

• Develop and execute the Customer Operations strategy aligned with company objectives.
• Identify opportunities to improve customer experience, support efficiency, and operational performance.
• Own the Salesforce Service Cloud roadmap and adoption of new features.

Job description

About this position

Who are Evotix?

We're a growing global EHS SaaS company with a clear ambition: to combine world‑class software, data and AI to help our customers operate smarter, safer and more efficiently. For exceptional talent, Evotix offers something rare-the pace of a growth company, the scale to make a real difference, and the opportunity to influence strategy, technology and outcomes at a global level.

At Evotix, we're creating the future of workplace health, safety and wellbeing—and we need ELITE people to help us do it. People who pursue Excellence, show Leadership, deliver Impact, earn Trust, and Empower those around them.

The Role

Position Overview

The Customer Operations Lead is responsible for driving operational excellence across the global customer support function. This role provides strategic leadership in customer service operations, governance, reporting, process optimization, knowledge management, and technology enablement.

Working closely with Support, Product, Customer Success, Engineering, Data, and Infrastructure teams, the Customer Operations Manager ensures that customer‑facing processes are scalable, measurable, efficient, and aligned to business objectives. The role will own the continuous improvement framework for customer operations, support the evolution of Salesforce Service Cloud, lead knowledge and AI readiness initiatives, establish governance standards, and provide actionable operational insights through KPI and SLA reporting.

The position acts as the operational backbone of the customer support organisation, enabling support teams to focus on delivering exceptional customer experiences while maintaining consistency, quality, and accountability across all regions.

Primary Objectives and Responsibilities

Customer Support Strategy & Continuous Improvement

Develop and execute the Customer Operations strategy in alignment with company objectives.Identify opportunities to improve customer experience, support efficiency, and operational performance.Establish continuous improvement frameworks and operational maturity roadmaps.Lead initiatives that reduce effort, increase automation, and improve service delivery outcomes.Drive operational planning, capacity management, skills development, and support optimization programs.Monitor industry best practices and emerging support technologies.

Service Cloud Roadmap & Implementation

Own the operational roadmap for Salesforce Service Cloud.Partner with stakeholders to define, prioritize, and implement Service Cloud enhancements.Drive adoption of new functionality, workflows, automations, and integrations.Ensure Service Cloud supports customer