Service Desk Lead

Role: Oracle ERP Support Service Delivery Manager

Location: Marathahalli, Bangalore

Job Description:

Required Skills & Qualifications

Ø Experience: Experience in Oracle ERP Support (Cloud/EBS) and IT Service Delivery Management.

Ø Technical Knowledge: Understanding of Oracle ERP modules (e.g., Financials, HCM, SCM).

Ø Leadership: Small to Medium (15-40) Team management and development skills

Ø Communication: Good client-facing, negotiation, and communication skills.

Key Responsibilities:

Ø Service Delivery Management: Manage end-to-end support operations, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Ø Lead incidents, problems, and change management processes, including supporting patches and new releases. Develop service dashboards, monitor performance metrics, and ensure adherence to compliance and risk management.

Ø Identify opportunities for automation and process optimization within ERP operations.

Job Summary

We are looking for an experienced Chat Support Lead to manage our chat and customer support team. You will lead the team, train new members, check the quality of their replies, handle difficult customer cases yourself, and share customer insights with management to help improve the app.

Key Responsibilities

Team Leadership

·       Lead, guide, motivate, and manage a team of chat and customer support executives.

·       Conduct daily team huddles to communicate updates, priorities, and targets.

·       Conduct regular one-on-one discussions to review performance and provide feedback.

·       Manage team attendance, leave approvals, schedules, and discipline.

·       Build a positive, collaborative, and customer-focused team culture.

Shift Planning & Support Operations

·       Prepare weekly shift rosters to ensure continuous coverage across chat, calls, and email support.

·       Plan extra coverage during peak periods, including festival seasons, promotional campaigns, and significant gold price movements.

·       Monitor live support queues and reallocate team members based on workload and business requirements.

·       Ensure service levels and response-time targets are consistently achieved.

Training & Coaching

·       Train new employees on Aura Gold products, systems, tools, processes, and customer service standards.

·       Conduct refresher training on new features, offers, policies, and process updates.

·       Coach team members on empathy, professional communication, clear writing, and handling difficult customers.

·       Ensure responses are personalised, relevant, and customer-focused rather than repetitive or copy-paste responses.

·       Identify skill gaps and implement appropriate coaching and training plans.

Quality Assurance

·       Conduct regular quality reviews of customer chats, calls, and emails.

·       Evaluate interactions based on accuracy, communication, empathy, compliance, and resolution quality.

·       Provide timely feedback and track individual improvement.

·       Maintain and regularly update response templates, FAQs, knowledge bases, and SOPs.

·       Identify recurring quality issues and recommend corrective actions.

Escalation Management

• Personally manage and resolve critical or sensitive customer issues, including:

·       Money debited but gold not credited.

·       Failed or pending payments and refunds.

·       Autopay-related issues.

·       Delayed sell or withdrawal payouts.

·       KYC rejections and account-related issues.

·       Delayed or missing gold deliveries.

·       Highly dissatisfied or escalated customers.

• Coordinate with relevant teams to ensure timely resolution of escalated cases.

• Escalate issues to senior management, technology, payments, product, operations, or legal teams wherever required.

• Immediately flag suspected fraudulent or suspicious transactions to the Risk team.

Cross-Functional Coordination

·       Work closely with Payments, Technology, Product, Vault, Delivery, Risk, and other relevant teams to resolve customer issues.

·       Report application bugs, system issues, and recurring customer pain points to the Product and Technology teams.

·       Share customer insights and operational feedback to support product and process improvements.

Customer Feedback and Reporting

·       Monitor customer reviews on the Google Play Store and Apple App Store and ensure timely responses.

·       Conduct customer surveys and gather feedback to understand customer experience and satisfaction.

·       Prepare and share daily summaries and weekly reports covering team performance, customer issues, escalations, and key trends.

·       Identify recurring customer concerns and recommend process improvements.

Key Performance Indicators (KPIs)

• First Response Time
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Escalation Resolution
• Quality Audit Score:
• Achievement of team productivity, service-level, and customer experience targets.

Key Skills:

·       Strong team leadership and people-management skills.

·       Strong customer-handling and conflict-resolution abilities.

·       Ability to manage escalations and high-pressure situations.

·       Good analytical and problem-solving skills.

·       Strong organisational and time-management skills.

·       Customer-first mindset with strong attention to detail.

·       Ability to work in a fast-paced, technology-driven environment.

·       Familiarity with CRM, ticketing, chat-support, and customer service tools like Freshdesk, Zendesk, Intercom, or similar is an added advantage.

·       Excellent verbal and written communication.

·       Good understanding of UPI, autopay, payment gateways, and KYC

·       Comfortable with Excel or Google Sheets for reporting

·       Experience in fintech, banking, or digital payments is a strong plus

What We Offer:

·       Competitive salary with monthly performance incentives

·       Paid leave and holidays

·       Full training on products and tools

·       Clear growth path to Support Manager or Head of Customer Experience

·       A chance to build and shape the support team at a fast-growing fintech company