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Role: Our client is looking for a highly motivated Support Operations Manager to oversee our growing support function and ensure seamless operations for our B2B SaaS platform. In this role, you will lead and mentor a team of Customer and Technical Support Specialists, drive process improvements, and act as the escalation point for complex technical issues. Your work will directly impact customer satisfaction, retention, and the overall success of client's support delivery.

Responsibilities:

Team Leadership and Operations Management:

• Supervise, mentor, and coach a team of Customer and Technical Support Specialists.
• Monitor team performance through KPIs (e.g., response time, resolution time, CSAT).
• Set goals, conduct regular one-on-ones, and support career development.
• Drive hiring, onboarding, and training of new support team members.

Customer Support Oversight:

• Oversee the resolution of high-impact or escalated customer issues.
• Maintain a high level of customer satisfaction by ensuring timely and quality responses.
• Continuously assess team workloads and adjust resource allocations to ensure optimal coverage.

Process Improvement and Strategy:

• Develop and implement support processes, SLAs, and quality assurance measures.
• Identify patterns in support tickets and collaborate with product/engineering to mitigate recurring issues.
• Lead initiatives to improve ticket deflection through documentation, self-service resources, and product enhancements.

Cross-functional Collaboration:

• Act as the voice of the customer internally by sharing feedback with Product, Engineering, and Customer Success teams.
• Work closely with QA and Product teams during feature rollouts or product updates.
• Participate in product roadmap discussions and influence support-related enhancements.

Tools, Reporting, and Documentation:

• Maintain and optimize support systems (Hubspot, JIRA, etc.).
• Generate and share regular reports on support metrics with leadership.
• Ensure the creation and maintenance of internal and external knowledge bases.

Qualifications and Skills:

• Experience: 8+ years in a technical support role, with at least 4 years managing or leading a support team in a B2B SaaS environment.
• Technical Skills: Hands-on experience with troubleshooting web-based applications, APIs, and cloud platforms.
• Leadership: Proven ability to lead high-performing support teams and handle escalations under pressure.
• Customer Orientation: Strong customer-first mindset with excellent problem-solving skills and empathy.
• Communication: Exceptional verbal and written communication skills.
• Tools: Proficiency with support tools such as Hubspot, JIRA, Zendesk, or similar platforms.
• Analytical Mindset: Ability to use data to identify trends, measure success, and drive decisions.

Preferred Qualifications:

• Experience supporting enterprise-level B2B clients.
• Familiarity with wholesale, distribution, or e-commerce platforms.
• Exposure to working in the US/EST time zones or supporting global customers.

Benefits:

• Opportunity to work with a fast-growing B2B SaaS company making a tangible impact in the wholesale and distribution space.
• Collaborative and inclusive work environment.
• Competitive salary and benefits package.
• Opportunities for growth and professional development.

Role location: Bengaluru, Koramangala Office, 5 days WFO.

** Please only apply if your qualifications match the required description**

• A​ ​hands-on full-stack engineer​​ to join the ​​core team​​ with experience in building products from scratch into large-scale platforms and ​solving business problems leveraging new and innovative technology
• Leverage the DevOps team to ensure the product can be built, deployed, and tested across all of the release cycles from dev to production 
• Strong grasp of modern security principles and how to apply them to applications
• Work with stakeholders (product owners, project managers, and scrum masters) to define and clarify requirements.
• Hands-on development with both front-end, middle-tier, and back-end programming
• Adhere to agile development methodologies
• Experience in Node.js, Javascript and Javascript libraries, NOSQL databases, Python etc

Responsibilities Include

The ideal candidate should be both creative and detail-oriented, has proven mobile game design experience, and is comfortable working with stakeholders ranging all the way from product and marketing teams to the engineering team. The work environment is fast-paced and results driven.

Roles and Responsibilities

 Own the entire design of new features existing games or new games and take full responsibility for coordinating with various stakeholders until go live

 Generate new and innovative feature ideas, enhancements to the existing products and collate

requests from both internal and external requestors

 Create innovative user experience design including usability and interaction design flow for features

 Create functional and design documents, business cases, user experience flow and wireframes, conduct reviews with requestor groups and development teams and be the main contact for the specifications/design during the game development and implementation phases.

 Interact with all relevant stakeholders to drive timely, seamless and successful rollouts/launches.

 Define, track and improve key product metrics and monitor those metrics. 

Skills and Experience Desired

 Have a passion for games

 Minimum 5+ years of Game Design experience in mobile and ideally designing free to play games within-app purchases

 Experience in designing games for Android and iOS is a must

 Strong analytical, organizational and creative skills

 Exceptional levels of attention to detail

 Must be proficient in Excel, Formulas, and able to provide visual designs with mock-ups in any tool ofyour choice.

 Experience with live game events/sales design and content calendar planning

 Strong analytical abilities and able to synthesize game systems and mechanics to improve game

features and systems

 Understanding the specifics of social and mobile games

 Knowledge of the market and the main trends of social and mobile games

 Knowledge and experience with the main game metrics

 Ability to create a high-quality, addictive online and social game feature-sets

 Experience with multiple aspects of game design discipline: concept, game progression, combat,

interface, monetization, and retention

 Experience in designing games and monetization models for F2P games.

 Thorough understanding of mobile gaming ecosystems.

 Knowledge of designing traditional card, board and dice game is a plus.

 Proven ability to create detailed game design documents.

 Understanding of social networks and social gaming markets is a plus.

 Ability to work in a fast-paced cross-functional team environment is a must.

 A very hands-on and keen eye for detail, with the ability to present business and technical issues,

ideas, and recommendations clearly in verbal, written and presentation formats.

 Positive, pro-active attitude with a will to deliver quickly, adhering to tight deadlines.

Location: Bangalore

• Getting things done as per the requirement of the team
• Coordinating with different stakeholders and ensuring timely delivery of curriculum deliverables
• Organizing, modifying and updating existing workflows
• Setting up and fixing operational processes which are not functional
• Ensuring quality assurance is in place for all deliverables

Desired Candidate Profile

• Operational experience in any industries (Preferably start-ups)
• Strong Academic background (Mass communication/Lit/Mass media/Journalism)
• 1-2 years of experience
• Strong sense of ownership for work
• Innovative Mindset
• Flexibility, perseverance, empathy and being graceful under pressure are important attributes to have/ develop

• Developing new user-facing features using React.js.
• Build reusable components and front-end libraries for future use.
• Translate designs and wireframes into high-quality code.
• Optimize components for maximum performance across a vast array of web-capable devices and browsers.
• Design a modern highly responsive web-based user interface.

Skills and Competencies;

• Bachelor's degree in computer science preferred.
• 3-5 years of demonstrated experience.
• Good knowledge of HTML5, CSS3.
• Strong proficiency in Javascript.
• Strong working knowledge of React JS and web apps.
• Good working experience using API in UI development.
• Should be able to do responsive design and cross-browser compatibility.
• Willingness to experiment and take complete responsibility for projects.
• Work independently and remote, with excellent follow-up, time management, and organization skills.
• Any additional knowledge of/familiarity with programming, in general, would be a great added bonus.
• Knowledge of Jira/confluence.
• Familiarity with code versioning tools such as Git.
• A team player with a problem-solving aptitude.
• Fluent in a second language preferred, good level of verbal English required.