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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing large support teams and optimizing customer experience through data-driven strategies. Proficient in resource management, performance metrics design, and process improvement within high-growth environments.
Highest-signal resume keywords
Team ManagementSupport Metrics OptimizationBPO ManagementData AnalysisProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operations ManagementPerformance Metrics DesignProcess ImprovementSQL BasicsAnalytics
Soft Skills
LeadershipCollaborationCommunication
Tools & Technologies
G-SheetMicrosoft ExcelCRM Migration
Certifications & Qualifications
Bachelor Degree in Business AdministrationBachelor Degree in EconomicsBachelor Degree in FinanceBachelor Degree in Accounting
Industry Keywords
Customer SupportClerk SupportHigh-Growth StartupsSAAS ProjectsFraud Prevention
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Manage the day-to-day operations of all Customer and Clerk support teams in India
- Monitor and improve support metrics, including average handle time, first reply time, clerk satisfaction, and customer satisfaction
- Ensure teams effectively support customers’ experience in India
- Build strong alliances with the Country Manager and Commercial Director in India
- Ensure team performance meets local expectations
- Drive standardization of global metrics and initiatives, including a common cross-country approach for support agent QA ratings
- Optimize resources such as tools and license costs
- Contribute to product improvements
- Design and implement global support strategies to maximize customer and clerk experience
- Identify bottlenecks and process issues and propose improvements
- Optimize Support agent resource management
- Align and execute Fraud Prevention strategy with Fraud/Risk teams
- Co-design global performance metrics across BPOs and internal Support teams
- Co-design scalable QA strategy, agent-level improvement tracking, training systems, incentives, and SLAs
Requirements
What you’ll need- Experience in managing complex, large support teams with some commercial overlap/exposure
- Exposure to “0 to 1” situations where the candidate had built a team or processes from scratch
- 7+ years of experience working in Operations of high-growth startups
- Advanced use of G-sheet/Microsoft Excel and comfort with analytics
- Bachelor degree in Business Administration, Economics, Finance, Accounting, related fields
- Exposure to regional roles
- Experience in managing BPOs
- Experience in specific large scale SAAS projects (e.g. migration to a new CRM)
- SQL basics desired
Benefits
Comp & perks- 100% Company Funded : Private Health Insurance for employee and immediate family
- Pension Fund
- Company-funded employee life and disability insurance
- 20 days vacation, unlimited sick leave
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
- Phone Finance, headphone benefit, home office equipment allowance and wellness perks
- Catered Lunch