Description:
Designation: Support Operations Lead.
Location: Mumbai / Bangalore / On-site.
Experience: 5+ years.
Function: Operations / Customer Support.
Industry: Insurance | Fintech | Consumer Services.
About the Role:
- The ideal candidate will drive service excellence, ensure SLA compliance, manage vendor teams, and build scalable processes to deliver an exceptional customer experience.
Key Responsibilities:
- Drive SLA adherence by tracking response, resolution, and escalation metrics.
- Manage BPO/vendor governance monitor arrival %, FCR, CSAT, and AHT to ensure quality standards.
- Define and document SOPs for claims, service requests, endorsements, and cancellations.
- Oversee CRM/helpdesk configuration (Zendesk, Freshdesk, or similar) including ticket routing, automation rules, and reporting dashboards.
- Build and maintain training materials, scripts, and templates in multiple languages.
- Identify and implement automation and process improvement opportunities to increase efficiency.
- Ensure compliance with data privacy and regulatory standards.
Must-Have Skills:
- Experience managing BPO or vendor teams with measurable outcomes.
- Strong command of CRM/helpdesk tools, telephony/IVR, and Excel (pivot, VLOOKUP, reporting).
- Fluency in English and Hindi (additional regional languages a plus).
- Strong analytical, documentation, and process-thinking abilities.
- Exposure to insurance, fintech, or consumer tech preferred.
Youre a Great Fit If You:
- Thrive in fast-paced operational environments.
- Can translate business challenges into efficient support workflows.
- Are proactive in identifying issues and improving the customer experience.
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