Client Success Specialist
DevSavant
Support Operations Lead
One Impression
full-time
Posted on:
Location Type: Office
Location: Gurugram • 🇮🇳 India
Visit company websiteJob Level
Senior
About the role
- Own the end-to-end support function across creators and brands.
- Lead and manage the support team handling brand and creator queries.
- Build shift structures to ensure 7-day coverage and minimal downtime.
- Monitor performance daily, ensuring SLA adherence and quick escalations.
- Own and optimize the support CRM/ticketing system (Freshdesk, HubSpot, Zendesk, or similar).
- Design workflows, implement automation, and integrate with internal systems.
- Ensure data hygiene, reporting accuracy, and complete visibility on queries.
- Drive super-fast resolution timelines by setting strict SLAs and reducing TAT.
- Solve for NPS and CSAT improvements through continuous training and quality reviews.
- Ensure zero backlog and proactive follow-ups on unresolved tickets.
- Partner with product and engineering to address recurring issues with permanent fixes.
- Work with operations, sales, and account managers to align support with business priorities.
- Feed insights from support into product improvements and customer journey design.
- Build dashboards tracking SLA, TAT, backlog, NPS, and CSAT.
- Report weekly/monthly performance to leadership with actionable insights.
- Use data to forecast support needs and optimize resources.
Requirements
- 5+ years in support operations / customer experience, with at least 2 years in a leadership role.
- Strong expertise in support CRM/ticketing tools (Freshdesk, Zendesk, HubSpot Service Hub, etc.).
- Proven ability to build and manage support teams in a high-growth environment.
- Experience in tech alignment and automation for support systems.
- Track record of reducing SLA/TAT and improving NPS/CSAT.
- Strong analytical skills with comfort in using data to drive decisions.
- Excellent communication and stakeholder management skills.
- High ownership mindset, with the ability to thrive in a fast-paced startup.
Benefits
- A high-impact role at the center of brand and creator experience.
- Ownership of support operations with direct influence on product and customer journeys.
- Competitive compensation and opportunities for growth.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
support operationscustomer experiencesupport CRMticketing toolsautomationdata analysisSLA managementTAT reductionNPS improvementCSAT improvement
Soft skills
leadershipteam managementanalytical skillscommunicationstakeholder managementownership mindsetproblem-solvingtrainingquality reviewproactive follow-up
