Operations Support Manager

Primetrace Technologies Private Limited; Bengaluru; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Primetrace Technologies Private Limited is seeking a Support Operations Manager for New Products in Bengaluru. You will own the end-to-end support for launches, manage queues, and drive automation using AI—while guiding a small team of agents.

You will focus on metrics like response times, CSAT, and backlog, and you’ll collect feedback from users weekly to improve the product experience. Proactive judgment under pressure is essential.

Qualifications

• 2–5 years in customer support or support operations.
• Experience leading or training agents.
• Strong written English with Hindi fluency.

Responsibilities

• Own support for new product launches, including SOPs and AI flows.
• Monitor metrics like first-response time, resolution time, CSAT, backlog.
• Lead a small support team, automate non-human tasks.
• Build and monitor AI-first processes for new products.
• Gather voice of the user and report on issues weekly.

Skills

Customer support

AI automation

Team leadership

Written English

Hindi language

Tools

No-code automation

AI prompts

Job description

Support Operations Manager — New Products

Function: Operations · Location: Bangalore · Experience: 2–5 years

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.