Manager - Live Operations

Job Description

Product :   Evermile :   https : / / www.evermile.io /

Job Location :   Mohali

Mode :   Work From Office, UK Shift

We are looking for a Manager - Live Operations to lead our front-line operations team and ensure that our product Evermile delivers world-class service to our merchants and partners every day. You’ll manage a team of Operations Associates, oversee all aspects of live operations and customer support, and build the processes, training, and tools that enable our team to scale efficiently.

This role is ideal for someone who thrives in fast-paced environments, loves solving problems in real time, and places the customer first in every decision. You’ll be responsible for ensuring every customer interaction reflects Evermile’s commitment to reliability, care, and operational excellence.

Responsibilities

Customer Support & Experience

• Own Evermile’s customer support function, ensuring timely, empathetic, and effective resolution of issues.
• Champion a customer-first mindset across the operations team, setting the standard for tone, responsiveness, and quality of support.
• Monitor support metrics (e.g., response times, CSAT, NPS) and continuously improve workflows to enhance the customer experience.

Team Leadership & Training

Operational Excellence

Cross-Functional Collaboration

Requirements

5 - 8+ years’ experience in operations, logistics, or customer support, ideally in a startup or high-growth environment.

Excellent verbal and written English communication skills — ability to engage confidently with international clients, with a passion for clear, empathetic customer interactions.

Strong problem-solving and organizational skills, with the ability to stay calm under pressure.

Comfortable using data and metrics to measure both operational performance and customer satisfaction.

Hands-on approach with a willingness to jump into customer conversations when needed.

Nice to Have

Experience in last-mile logistics, delivery, or marketplace operations.

Familiarity with workforce management tools, support platforms (e.g., Intercom, Zendesk), or BI tools.