Business Operations Generalist
Supportstraw (Datastraw Technologies Private Limited)Match Score
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Job Description
Structured overview of role & requirementsAbout This Role
Own and manage daily customer support operations for assigned accounts including handling escalations and ensuring timely resolution.
Support and coordinate with agents on complex queries, onboarding of new members, and maintain operational metrics such as SLA, productivity, quality, and backlog.
Identify recurring issues, suggest process improvements, and leverage technology/automation to enhance team efficiency and customer experience.
Minimum Requirements
1-3 years experience in Customer Support, Customer Experience, BPO, or Operations.
Experience in handling escalations and supporting or mentoring team members.
Basic understanding of SLA, productivity, quality, and operational metrics.
Comfortable using Excel/Google Sheets and basic reporting; familiarity with tools like Freshdesk, Zendesk, Interakt, or Shopify is a plus.
Ideal Candidate Profile
Experience bridging customer support with team coordination and operational responsibilities indicating readiness for leadership roles.
Ability to take ownership and problem-solve in a fast-paced customer operations environment with client coordination.
Exposure or interest in improving workflows through technology and automation, aiming to grow into team leadership or customer operations management.