sCytech - Founding Lead - Support Systems Design & Strategy - Product Operations

The Role

This is a "Zero-to-One" role. You will not inherit broken processes; you will architect the entire support ecosystem from the ground up. You will own the boundary between high-empathy human intervention and cutting-edge AI-assisted support, working directly with Product and Engineering to build our proprietary support management system.

Key Responsibilities

- Systems Architecture: Design the end-to-end support flow (Intake - Triage - Resolution - Escalation). You will define the taxonomy, priority rules, and cross-functional escalation matrices.

- Product Collaboration: Act as the primary stakeholder for our internal tooling. Define requirements for custom-built support software and pilot new AI/Chatbot workflows.

- Policy & Strategy: Design SOPs, SLAs, and support policies that balance operational efficiency with a superior user experience.

- Cross-Functional Leadership: Orchestrate complex escalation frameworks between Customer Support and Engineering (bugs), Finance (payouts), and Fleet Operations (on-ground incidents).

- Team Building: Recruit and mentor a lean, high-performance team of agents while setting the gold standard for CX quality.

The Ideal Candidate

- Experience: Proven track record in setting up or scaling support functions within Last-Mile Logistics (3PL), Ride-hailing, Food-tech, or Quick Commerce.

- Tech Savvy: Comfortable working with Product teams on custom internal tools and AI-driven automation.

- Mindset: You treat support as a system, not a queue. You have a bias toward clarity, prevention, and root-cause fixes over temporary "band-aid" solutions.

- Analytical: Strong ability to translate complex on-ground edge cases into structured data and product requirements.

Why Join Us?

- Foundational Impact: Build a national-scale support system from scratch with total autonomy.

- Direct Influence: Have a seat at the table to influence product roadmaps and AI workflows.

- On-Site Growth: Join a high-energy, execution-focused team in Pune working on one of India's most critical infrastructure challenges.