Operations Support Manager

Primetrace Technologies Private Limited; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Primetrace Technologies Private Limited is seeking a Support Operations Manager to lead the post-launch support for our new products in Bangalore. You will own the support queue, quality, and metrics, while building AI-driven workflows to automate recurring queries.

Manage a small team, maintain weekly performance reports, and ensure rapid, high-quality responses to early users. The role emphasizes AI-first operations, strong numeric reporting, and clear written English with Hindi proficiency.

Qualifications

• 2-5 years in customer support or support operations.
• Daily hands-on experience with AI tools and processes.
• Experience leading or training a small team of agents.
• Strong ability to analyze CSAT, response, and backlog metrics.
• Excellent written English; ability to communicate clearly.
• Fluency in Hindi; additional Indian languages is a plus.
• Capable of prudent judgment under pressure.

Responsibilities

• Own support for every new product launch, including SOPs and AI flows.
• Track and defend metrics like first-response time, resolution time, CSAT, backlog.
• Lead a small support team with hiring, training, rostering, and quality reviews.
• Automate recurring queries; focus humans on complex cases.
• Capture user feedback weekly with actionable insights.
• Handle hard cases: payments, safety, abuse, bans, and legal-sensitive issues.

Skills

2-5 years in CS/support ops

Daily hands-on AI user

Led or trained agents

Strong on numbers

Clear written English

Fluent Hindi

Judgement under pressure

Job description

Support Operations Manager - New Products

Function: Operations | Location: Bangalore | Experience: 2-5 years

Real humans read this. No cover letters.

The role

We run a portfolio of consumer apps with 300M+ users, and this role is for everything we launch next.

You own support for every new product we ship: the queue, the quality, the team, the numbers. At its core this is a support job - early users, real complaints, refunds, bugs, angry reviews.

What makes it different is how you run it. AI is the default here, not an experiment. Every recurring query gets automated; humans handle only what genuinely needs judgement. You'll write prompts and build no-code workflows - but no product code.

What you'll own

• Support for every launch. From day zero: SOPs, canned responses, escalation paths, AI flows. Day-one users get real answers, not silence.


• The numbers. First-response time, resolution time, CSAT, backlog. You report them weekly and you defend them.


• The team. Lead a small group of support agents - hiring, training, rostering, quality reviews, daily priorities. Keep the team small and sharp by automating everything that doesn't need a human.


• AI-first by default. A new product has no ticket history to mine - you'll build on informed guesses, watch the first 500 conversations closely, correct fast.


• Voice of the first users. Weekly, with numbers: what's confusing, what's broken, what people actually want.


• The hard cases. Payment disputes, safety and abuse reports, bans, anything legal-sensitive. These stay with you and never run unsupervised.

What we look for

• 2-5 years in customer support or support ops, including time as the senior person on a queue.


• Daily hands-on AI user. Not "I've used ChatGPT" - show us something you automated end to end.


• You've led or trained agents. Even two or three people counts.


• Comfort with a blank page. A new product means no process, no data, no precedent.


• Strong on numbers. You can explain a CSAT drop, not just report it.


• Clear written English + fluent Hindi. More Indian languages is a real edge.


• Judgement under pressure. Err toward the user, but spot fraud.