Support Lead

Designation - Support Operations Lead

Location : [ Mumbai / Bangalore / On-site]

Experience : 5+ years

Function : Operations / Customer Support

Industry : Insurance | Fintech | Consumer Services

About the Role

We are looking for a Support Operations Lead to manage our customer support operations across multiple channels. The ideal candidate will drive service excellence, ensure SLA compliance, manage vendor teams, and build scalable processes to deliver an exceptional customer experience.

Key Responsibilities

• Lead the support and calling team , managing rosters, QA checks, and daily performance reviews.
• Drive SLA adherence by tracking response, resolution, and escalation metrics.
• Manage BPO / vendor governance – monitor arrival %, FCR, CSAT, and AHT to ensure quality standards.
• Define and document SOPs for claims, service requests, endorsements, and cancellations.
• Oversee CRM / helpdesk configuration (Zendesk, Freshdesk, or similar) including ticket routing, automation rules, and reporting dashboards.
• Build and maintain training materials, scripts, and templates in multiple languages.
• Identify and implement automation and process improvement opportunities to increase efficiency.
• Ensure compliance with data privacy and regulatory standards.

Must-Have Skills

You're a Great Fit If You :

Skills Required

Telephony, Ivr, excel pivot