Lead, Support Operations Excellence

About the role

Your team will be responsible for identifying trends, enhancing support processes, improving agent efficiency, and reducing operational costs while maintaining high reliability and service quality. You will be reporting to the Trust & Safety India Operations Manager and leading the Support Operations Excellence team, providing coverage across billing, accounts, creator, and adjacent domains.

What you'll do

• Lead and develop the team
• Manage, coach, and grow a team of four Product Support Specialists (i.e. Process Excellence team), owning onboarding, performance, and career development
• Set direction and hold the quality of output for the team
• Coach them to grow their scope and operate with independence
• Set clear standards for what good looks like at each level, and give direct, specific, and frequent feedback against them

What you need

• 6–10 years in operations
• Team management
• Root cause analysis
• Incident response
• Documentation
• Reporting
• Process improvement
• Any graduate

What you get