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Job Description
Structured overview of role & requirementsAbout This Role
Manage and lead a team handling ~700 user tickets and screening 1,000+ profiles daily across 70+ apps.
Ensure SLA adherence by monitoring queue health and reallocating bandwidth for smooth operations.
Plan rosters, conduct daily standups/shift handovers, track and improve agent performance, and maintain documentation for audits and compliance.
Minimum Requirements
3–5 years experience in Operations, Customer Support, or Moderation roles.
Experience managing high-volume ticketing environments (500+ tickets/day preferred).
Experience handling teams of 10–25 members.
Hands-on experience with ticketing tools like Freshdesk or similar CRM platforms.
Ideal Candidate Profile
Experience working in high-growth startup environments with fast-paced operations.
Strong operational discipline with a structured and data-driven approach including excellent Excel/Google Sheets skills.
Ability to own end-to-end processes related to SLA management, roster planning, performance tracking, and process improvements.