Head of Operations

Exp. 6 - 7 Years | New Delhi, India

Key Responsibilities

• Lead and mentor the customer support team.
• Build and improve support processes for faster issue resolution.
• Handle client escalations and ensure customer satisfaction.
• Track and improve performance metrics like response time and CSAT.
• Work with product and operations teams to resolve recurring issues.
• Train team members on product knowledge and customer handling.

Requirements

• Graduate in any discipline (MBA preferred).
• 6+ years in customer support, with at least 3 years in a leadership role.
• Strong communication, leadership, and problem-solving skills.
• Experience with CRM/ticketing tools like Freshdesk, Zendesk, or HubSpot.
• Industry experience in logistics, SaaS, or mobility is a plus.