Manager – Support Operations

About the Role

We're looking for a hands-on, process-driven individual to own support operations for both our partners and users on the platform. You'll ensure timely, high-quality resolution of queries and complaints, build scalable support processes, and act as the bridge between the ground and internal teams. This is a critical role that directly impacts partner satisfaction and user trust.

Responsibilities

• Own end-to-end support operations for partners and users across chat, call, and ticket-based channels
• Build and maintain SOPs, escalation frameworks, and response playbooks for both common and complex scenarios
• Monitor support metrics including response times, resolution rates, CSAT, and escalation rates, and drive continuous improvement
• Identify recurring issues and collaborate with Product, Operations, and Partner Success teams to address root causes
• Manage and mentor a team of support executives, ensuring consistency, quality, and efficiency
• Handle escalated or sensitive cases involving partners or users
• Drive process improvements to enhance support efficiency and reduce ticket volumes over time
• Partner with Training and Quality teams to keep support staff updated on platform changes, policies, and best practices
  

Requirement

• 3–8 years of experience in customer support, partner support, support operations, or customer success roles
• Prior experience in a high-volume support environment with exposure to operational scale
• Experience building or improving support processes, SOPs, escalation matrices, and quality frameworks
• Exposure to managing both supply-side (partners/service providers) and demand-side (users/customers) support is a strong plus
• Strong communication and stakeholder management skills
• Data-driven mindset with the ability to track metrics, identify trends, and drive operational improvements
• Experience leading teams and managing performance in a support environment