Customer Support Executive

Role Summary

The Director, Client Relations – Staff Augmentation will lead the end-to-end ownership, scaling, and expansion of the staff augmentation business for key global clients, primarily in North America. This role will be responsible for building and growing a high-quality offshore delivery organization, scaling from an initial team of 10 plus FTEs to 100 plus FTEs across multiple client owned processes.

The Director will act as the senior most client interface, partnering with client leadership to understand demand, define the right staffing model, and ensure seamless execution. This role combines business growth, workforce strategy, delivery governance, and organizational building.

The role will also carry full ownership of the P&L for this line of business, including revenue growth, cost optimization, and long-term scalability.

Key Responsibilities

1) Client Leadership and Business Ownership

• Act as the primary point of contact for senior client stakeholders.
• Build strong executive relationships and position the organization as a trusted partner.
• Own the overall engagement, including delivery quality, growth, and client satisfaction.
• Identify opportunities to expand scope, increase FTE count, and introduce additional processes.
• Lead business reviews with clear insights, growth roadmap, and value delivered.

2) Staff Augmentation Strategy and Workforce Planning

• Define staffing strategy including FTE sizing, role mix, and skill requirements.
• Translate client requirements into structured staffing plans.
• Design scalable team structures and reporting hierarchies.
• Establish frameworks for ramp up from small teams to large scale operations.
• Ensure optimal utilization and capacity planning.

3) Delivery Governance and Operational Excellence

• Oversee delivery across all teams ensuring SLA adherence and quality.
• Define KPIs for performance, productivity, and turnaround time.
• Establish governance cadence and reporting mechanisms.
• Ensure consistency across multiple processes and teams.
• Drive strong issue resolution and escalation handling.

4) Transition and Process Onboarding Oversight

• Guide onboarding of new processes into the staff augmentation model.
• Ensure structured knowledge transfer and documentation.
• Define standard onboarding playbooks.
• Identify risks and readiness gaps during expansion.

5) Organization Building and Talent Leadership

• Lead hiring strategy to support rapid scale up.
• Build strong leadership layers including managers and leads.
• Establish training, cross skilling, and career progression plans.
• Drive a high performance culture with clear accountability.

6) Business Ownership, Revenue Growth, and Financial Management

• Own the line of business including revenue, cost, and profitability.
• Drive revenue expansion by increasing FTE count and adding new processes.
• Define pricing aligned with effort and delivery complexity.
• Monitor revenue realization and billing accuracy.
• Manage cost structure including hiring, utilization, and overheads.
• Optimize FTE mix to balance cost and performance.
• Build financial models for workforce planning and growth.

7) Leadership, Team Development, and Organizational Scaling

• Mentor managers and team leads across processes.
• Build second line leadership.
• Establish performance expectations and review mechanisms.
• Drive ownership and continuous improvement culture.

8) Internal Reporting and Strategic Visibility

• Provide updates to leadership on revenue, cost, margins, and growth.
• Present challenges and mitigation plans.
• Track key business metrics such as utilization and productivity.
• Build dashboards for visibility.
• Support strategic decision making with insights and projections.

Success Measures

• Scale from initial team to 100 plus FTEs with stable delivery.
• High client satisfaction and strong relationships.
• Expansion across processes and geographies.
• Consistent SLA performance.
• Strong financial performance and margins.

Required Qualifications

• Bachelor’s degree in Commerce, Finance, or Business. MBA preferred.
• 12 to 18 plus years of relevant experience.
• Experience scaling teams and managing global clients.
• Strong workforce planning and governance experience.

Preferred Experience

• Exposure to finance operations such as Accounts Payable.
• Experience in offshore delivery models.
• Familiarity with SLA frameworks and staffing models.
• Experience scaling new business lines.

Competencies

• Strong ownership mindset.
• Excellent stakeholder management.
• Structured thinking and execution.
• Strong people leadership.
• Commercial awareness and growth orientation.

Reporting and Location

• Reporting to: Head of Operations or Business Unit Head
• Location: Bangalore or Mangalore with overlap for North America time zones

Key Responsibilities:

• Identify potential clients through online research, LinkedIn, email campaigns, and other lead generation channels.
• Develop and execute outreach strategies via email, social media, and cold calling (if required).
• Build and maintain a pipeline of qualified leads for the sales team.
• Understand client requirements and promote our services effectively.
• Schedule meetings or demos for the sales team with potential clients.
• Maintain accurate records of leads and follow-ups using CRM tools.
• Collaborate with the marketing team to align lead generation with campaigns and content strategy.

Requirements:

• Strong communication and interpersonal skills.
• Ability to research and identify relevant leads and decision-makers.
• Familiarity with digital services like web design, mobile app development, and SEO.
• Self-motivated with a strong work ethic and target-oriented mindset.
• Basic knowledge of CRM tools (e.g., HubSpot, Zoho, or similar) is a plus.
• Bachelor’s degree in Marketing, Business, IT, or related field preferred.

Key Responsibilities

We are looking for a full stack developer who shall be responsible for implementation of software related projects of the firm. This will involve:

–        Understanding existing services of the Company, the requirements of the project and be able to build the back-end coding structure along with front end dashboard, UI / UX for the full project. The person should be capable of building flexible coding to incorporate various user requirements, carry out user acceptance testing, fix bugs within agreed timelines.

–        Dashboard Development: Swiftly conceptualizing, designing, and developing visually engaging and functional dashboards tailored to meet the firm's specific requirements within stringent timelines.

–        Collaborative Approach: Work closely with stakeholders’ other team members, to understand dashboard requirements and ensure alignment with business objectives.

–        API Integration: Explore and integrate dashboard APIs where applicable to enhance functionalities or enable custom integrations for a more comprehensive dashboard experience.

Key Skills Required

–      Front-end Technologies: Proficiency in HTML, CSS, JavaScript, and expertise in UX/UI principles to enhance dashboard user interfaces and ensure responsiveness.

–      Backend Development: Proficiency in at least one backend language (e.g., Python, Ruby, Node.js, etc.) and understanding of backend frameworks to facilitate data integration and backend functionalities for dashboards.

–      Strong SQL Skills: Ability to efficiently extract, manipulate, and analyze data using SQL queries from various databases to integrate into the dashboards.

–      Dashboard Development Experience: Prior experience in rapid dashboard development, including designing, developing, and deploying dashboards within accelerated timelines.

–      Being able to work independently, understand industry landscape and come up with innovative solutions to tackle various issues. 

Job Title: Senior Ruby on Rails Developer

Location: Remote (Mumbai Preferred)

Company: OpiGo

About Us:

OpiGo is an early-stage wealth tech start-up that’s changing the way people invest in the stock market. Our platform empowers users to make informed investment decisions through a cutting-edge gamified community.

Job Description:

As the Senior Ruby on Rails Developer at OpiGo, you will play a crucial role in architecting, developing, and maintaining our robust and scalable investing platform. You will work closely with the product team and other stakeholders to drive innovation and deliver exceptional user experiences.

Requirements:

- 5+ years of Ruby on Rails development experience.

- Strong understanding of Ruby programming language and its scope.

- Experience in building complex and scalable web applications.

- Familiarity with front-end technologies: React Native, JavaScript, HTML5, CSS3.

- Proficient in version control systems (e.g., Git, SVN).

- Expertise in relational databases (MySQL, PostgreSQL, etc.).

- Hands-on experience with Sidekiq, Redis, and background job processing systems.

- Ability to implement real-time features using WebSockets and Action Cable.

- Experience in monitoring and performance tuning with tools like New Relic.

- Knowledge of payment gateway integration and secure transaction processing.

- Experience deploying applications on cloud platforms like AWS or Google Cloud.

- Excellent interpersonal, communication, and teamwork skills.

- Understanding of Agile development methodologies and software development practices.

Preferred Qualifications:

1. Experience in the fintech industry or working on financial applications.

2. Knowledge of frontend technologies such as React Native, JavaScript, HTML5, and CSS3.

3. Experience with DevOps practices and CI/CD pipelines.

4. Familiarity with Docker and container orchestration platforms like Kubernetes.

5. Contributions to open-source projects or active participation in the developer community.

Join us in our mission to revolutionize the investing landscape and empower individuals to achieve financial success. If you are passionate about technology, innovation, and making a positive impact, we want to hear from you!

How to Apply:

If you're excited to take on this pivotal role and shape the future of OpiGo, please fill up the form: https://forms.gle/5euWxq1hBfQTDadD6

Job Description

Role Overview:

We're looking for a passionate DevOps engineer with a minimum of 10 years’ experience across all levels, who will work closely with the development teams in Agile setup to continuously improve, support, secure, and operate our production and test environments. We believe in automating our infrastructure as much as possible and pursuing challenging problems in a sustainable and repeatable way.

Our Toolchain

• Ansible, Docker, Kubernetes, Terraform, Gitlab, Jenkins, Fastlane, New Relic, Datadog, SonarQube, IaC
• Apache, Nginx, Linux, Ubuntu, Microservices, Python, Shell, Bash, Helm
• Selenium, Jmeter, Slack, Jira, SAST, OSSEC, OWASP
• Node.JS, PHP, Golang, MySQL, MongoDB, Firebase, Redis, Elastic search,
• VPC, API Gateway, Cognito, DocumentDB, ECS, Lambda, Route53, ACM, S3, EC2, IAM

You'll need:

• Production experience with distributed/scalable systems consisting of multiple microservices and/or high-traffic web applications
• Experience with configuration management systems such as Ansible, Chef, Puppet
• Extensive knowledge of the Linux operating system
• Troubleshooting skills that range from diagnosis to solution for Dev team issues
• Knowledge of how the web works and HTTP fundamentals
• Knowledge of IP networking, DNS, load balancing, and firewalling

Bonus points, if you have:

• Experience in agile development and delivery process.
• Good knowledge of at least one programming language. TecStub uses e.g. Nodes, PHP
• Experience in containerizing applications and deployment to production (Docker, Kubernetes)
• Experience in building modern Terraform infrastructures in cloud environments (AWS, GCP, etc...)
• Experience in analysis of application and database performance monitoring tools (Newrelic, datalog, cluster control, etc..)
• Experience with SQL databases like MySQL, NoSQL, Realtime database stores like Redis, or anything in between.
• Experience being part of the engineering team that built the platform.
• Knowledge of good security practices, including network security, system hardening, secure software, and compliance.
• Familiarity with automated build pipeline / continuous integration using Gitlab and Jenkins and Kubernetes/Docker with this setup, we're deploying to production 2 times per day!

Interview Process:

The entire interview process would take approximately 10 Days.

1. HR Screening Call (15 minutes)
2. Technical Interview Round Level 1 (30 Minutes)
3. Technical Interview Round Level 2 (60 minutes)
4. Final Interview Round (60 minutes)
5. Offer

About Tecstub:

Tecstub is a renowned global provider of comprehensive digital commerce solutions for some of the world's largest enterprises. With offices in North America and Asia-Pacific, our team offers end-to-end solutions such as strategic Solution Consulting, eCommerce website and application development, and support & maintenance services that are tailored to meet our clients' unique business goals. We are dedicated to delivering excellence by working as an extended partner, providing next-generation solutions that are sustainable, scalable, and future-proof. Our passionate and driven team of professionals has over a decade of experience in the industry and is committed to helping our clients stay ahead of the competition.

We value our employees and strive to create a positive work environment that promotes work-life balance and personal growth. As part of our commitment to our team, we offer a range of benefits to ensure our employees are supported and motivated.

• A 5-day work week that promotes work-life balance and allows our employees to take care of personal responsibilities while excelling in their professional roles.
• 30 annual paid leaves that can be utilized for various personal reasons, such as regional holidays, sick leaves, or any other personal needs. We believe that taking time off is essential for overall well-being and productivity.
• Additional special leaves for birthdays, maternity and paternity events to ensure that our employees can prioritize their personal milestones without any added stress.
• Health insurance coverage of 3 lakhs sum insured for our employees, spouse, and children, to provide peace of mind and security for their health needs.
• Vouchers and gifts for important life events such as birthdays and anniversaries, to celebrate our employees' milestones and show appreciation for their contributions to the company.
• A dedicated learning and growth budget for courses and certifications, to support our employees' career aspirations and encourage professional development.
• Company outings to celebrate our successes together and promote a sense of camaraderie among our team members. We believe that celebrating achievements is an important part of building a positive work culture.

Skills

AWS, Terraform, KUBERNETES, GITHUB, APACHE, BASH, DOCKER, ANSIBLE, GIT, Microservices, UBUNTU, GITLAB, CI/CD, APACHE SERVER, NGINX, NODEJS

What you need to have: