Manager, Support Operations
Ethos (company site, opens in a new tab)5+ yrsBengaluruOn-siteDirect career pageEst. 12–20 LPA
Posted 4h ago
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Job description
Structured overview of role & requirements
About This Role
- Own day-to-day operations of the partner support team, including workload allocation, escalations, and delivery against monthly metrics and SLAs.
- Lead and develop a support team of up to 40+ representatives through coaching, performance feedback, and hiring.
- Use team and customer data to improve support policies, procedures, and CX processes as the organization scales.
Minimum Requirements
- Work Experience Required: 5+ years in consumer/partner experience, including at least 2+ years managing support services and operations.
- Experience leading high-volume support teams using a ticketing system such as Salesforce Service Cloud, Desk, or Zendesk.
- The role is marked onsite (#LI-Onsite); work location is not explicitly mentioned in the JD.
Ideal Candidate Profile
- Has led B2B and/or consumer support operations and can manage complex partner issues while maintaining team performance against service metrics and SLAs.
- Uses operational data and root-cause analysis to identify service gaps and implement scalable process improvements.
- Has experience coaching and developing large support teams through organizational or platform changes.