Corporate Planning & Management - Support Operations Lead - Customer Experience - Associate - Bengaluru

About the role

Lead Procurement’s centralized customer support team of approximately 20 contingent workers distributed globally, serving internal and external customers through email, live chat, ServiceNow and AI-enabled channels. Shape a highperforming team, coordinate workforce coverage across regions and build partnerships across Procurement to ensure consistent service delivery and customer experience.

What you'll do

• Daily Operations & Service Management
• Lead daily operations for a global customer base, managing workforce planning, workload allocation, queue health, shift coverage and handoffs across time zones
• Manage SLAs, backlog, aging, escalations and service risks
• Act as the primary escalation point and subject-matter resource for support agents
• Coordinate operations across regions to maintain consistent service quality and customer experience across channels and shifts

What you need

• 5–9 yrs of experience
• Chat support
• Customer service
• Escalation handling
• SOP writing
• Ticketing tools
• Problem solving
• Any graduate

Good to have

• Accounts payable
• Root cause analysis
• ServiceNow