Job Title

Hiring:- SUPPORT LEAD✨: Support Lead – Ticketing & IVR Operations: ₹5–6 LPA: Customer Support: Bangalore: Support Manager / Operations Head---We are looking for a Support Lead to manage day-to-day customer support operations across Email, IVR calls, and ticketing systems. You’ll lead a small support team, monitor quality, ensure timely resolutions, and coordinate with internal teams to deliver a superior customer experience.---1️⃣ Daily Ticketing Operations• Monitor and manage incoming tickets via Email, IVR callbacks & CRM• Assign tickets and ensure timely closure• Track SLA compliance & reduce backlog• Ensure zero unattended tickets2️⃣ Team Support & Guidance• Lead and guide a team of 3–8 support agents• Assist in complex customer issues• Provide basic training on tone, responses & product knowledge3️⃣ Email & IVR Quality Management• Review ticket responses for accuracy & tone• Ensure IVR calls are handled professionally• Take up escalations and resolve swiftly4️⃣ Cross-Team Coordination• Work with tech teams for bug reporting & follow-ups• Coordinate with sales for customer account queries• Share repeated issues to improve processes5️⃣ Reporting• Prepare daily/weekly reports – ticket count, SLA, productivity• Highlight critical issues needing attention---&✔ 3–5 years in customer support/ticketing operations✔ Experience with Freshdesk/Zendesk/Zoho or similar tools✔ Basic IVR handling knowledge✔ Strong communication (English + Hindi/Tamil preferred)✔ Problem-solving & escalation handling✔ Ability to manage small teams---⭐ 90%+ SLA compliance⭐ Reduced open/backlog tickets⭐ Smooth coordination across teams⭐ Faster customer responses⭐ Professional handling of escalations---?Work with India’s leading SMS & WhatsApp API providerGrow into Support Manager / Support HeadOwnership-driven role with real impact on customer experience