No longer accepting applications
Support Lead
QrataMumbai, Maharashtra, India16 days ago
Job description5+ years in support / contact center operations (voice-led environment). Experience managing BPO or vendor teams with measurable outcomes. Strong command of CRM / helpdesk tools , telephony / IVR, and Excel (pivot, VLOOKUP, reporting). Fluency in English and Hindi (additional regional languages a plus). Strong analytical, documentation, and process-thinking abilities. Exposure to insurance, fintech, or consumer tech preferred. Have a data-driven, systems-oriented mindset . Thrive in fast-paced operational environments . Can translate business challenges into efficient support workflows. Are proactive in identifying issues and improving the customer experience.
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 :
Create a job alert for this search
Support Lead • Mumbai, Maharashtra, India
Related jobs
Responsible for day-to-day cash application activities.Undertake reconciliation of cash received against customer invoices to enable application of cash received to customer accounts.Where required...Show moreLast updated: 30+ days ago
Job Title : SAP FICO AMS Support Consultant.Job Type : Remote / Freelancing.SAP FICO AMS Support Consultant.As a remote working professional, you'll be responsible for providing high-quality support ...Show moreLast updated: 10 days ago
This role is for one of the Weekday's clients.Salary range : Rs 500000 - Rs 700000 (ie INR 5-7 LPA).We’re looking for an experienced and customer-obsessed.
You will oversee a multi-channel support te...Show moreLast updated: 8 days ago
Responsible for day-to-day cash application activities.Undertake reconciliation of cash received against customer invoices to enable application of cash received to customer accounts.Where required...Show moreLast updated: 30+ days ago 
- Promoted
Customer Support Executive
TPMumbai, Maharashtra, India International Voice (Customer Support).HSC (12th pass) with relevant experience(.Excellent English communication skills.Willingness to work in rotational shifts.
The role requires individuals with p...Show moreLast updated: 30+ days ago
- Promoted
Client Servicing Executive
Bottomline Media Pvt LtdBandra, Maharashtra, India Bottomline Media Pvt Ltd is a Global Integrated Marketing Media Company located in Bandra.Looking for an experienced executive with 2-3 years of experience.
This is a full-time on-site role as a Cl...Show moreLast updated: 19 days ago
- Promoted
Customer Support Executive
SingleDebtMumbai, Maharashtra, India We Are Hiring - Customer Support Executive (Telecaller)!.Customer Support Executive (Paralegal Team).Pure Day Shift (9 AM - 6 : 30 PM).
Single Debt is India’s first and only Debt Management Company, l...Show moreLast updated: 30+ days ago
- Promoted
Service Desk Manager - ITIL
Mobile Programming LLCMumbai Notice Period : Immediate to 15 Oversee the daily operations of the service desk team, ensuring timely and effective resolution of user issues and requests.
Manage and prioritize service desk ticket...Show moreLast updated: 30+ days ago
Senior Administrator (Cash Applications)
ScaleneWorksMumbai, Maharashtra, IndiaQuick Apply
- Promoted
Asst. Manager-Administration
SodexoMumbai, Maharashtra, India Sodexo promotes an inclusive and diverse workplace and encourages applications from individuals of all backgrounds.At Sodexo, we offer 100+ service solutions across diverse sectors corporates, heal...Show moreLast updated: 19 days ago
- Promoted
Client Servicing Executive
Interactive AvenuesMumbai, Maharashtra, India Client Servicing : Account Executive / Sr.We are looking for you - dynamic, best-in-class talent - to join the Interactive Avenues as a Specialist.
The Account Executive is responsible for managing an ...Show moreLast updated: 30+ days ago
- Promoted
SAP FICO AMS Support Consultant (Remote / Freelancing)
QAAgility Technologiesdombivli, IndiaRemote
Customer Support Manager
Weekday AIMumbai, MH, INQuick Apply
- Promoted
Admin & Accountse (Dine in)
CurefoodsThane, IN Curefoods is a Bangalore-based house of F&B brands, founded in 2020.The company operates 500+ locations across 50 cities in India, offering a diverse range of cuisines.
Curefoods brings together bra...Show moreLast updated: 8 days ago
Administrator (Cash Applications)
ScaleneWorksMumbai, Maharashtra, IndiaQuick Apply
- Promoted
Customer Support Executive
Teleperformance Global ServicesMumbai, Maharashtra, India Customer Support Representative.Customer Support Representative.This role is ideal for a proactive and customer-focused individual looking to begin their career in customer support.The individual w...Show moreLast updated: 19 days ago
- Promoted
Managed Services Specialist
T&M Services Consulting Pvt LtdMumbai, Maharashtra, India Managed Services Pre-Sales Specialist.To drive pre-sales engagement for Managed Services across Data Centre, Cloud (public, private, hybrid), Security, and Network domains.This role involves unders...Show moreLast updated: 16 days ago
- Promoted
Applications Administrator
Sikich IndiaThane, IN Sikich India is seeking an Applications Administrator who will be responsible for ensuring the company has technical support for our Oracle HCM and ERP clouds, associated external applications, and...Show moreLast updated: 28 days ago
- Promoted
▷ 3 Days Left : Managed Services Specialist
T&M Services Consulting Pvt LtdMumbai, Maharashtra, India Managed Services Pre-Sales Specialist Department : Cloud Presales Location : Mumbai / Chennai / Bangalore Job Purpose To drive pre-sales engagement for Managed Services across Data Centre, Cloud (...Show moreLast updated: 7 days ago
- Promoted
Team Lead, Customer Support
MorningstarMumbai, Maharashtra, India This job is with Morningstar, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
Please do not contact the recruiter directly.Team Lead, C...Show moreLast updated: 7 days ago
- Promoted
Customer Support Executive
Vernive JewelsMumbai, Maharashtra, India We are a UK-based online diamond jewellery brand — — specialising in diamond rings, earrings, and pendants.While our business is focused on the UK market, all operations are efficiently managed f...Show moreLast updated: 16 days ago
- Promoted
Client Servicing Executive
Black Hat Talent Solutions & ConsultingMumbai, Maharashtra, India Servicing existing & prospective clients for their talent requirements which involves : .Suggesting them talent options that fit the bill basis their brief.
Enquiring, negotiating & closing deals with...Show moreLast updated: 30+ days ago