Lead - Support Operations (Customer Experience)

What you will do

• Own real-time queue management
• monitor live chat queues, drive FRT and SLA adherence, and intervene before breaches
• Track queue health (concurrency, backlog, longest-waiting chat) and proactively flag fires to agents and cross-functional teams
• Share hourly ops updates: planned vs. available headcount, shrinkage, occupancy, and adherence
• Own roster
• manage shifts, breaks, and re-planning to protect SLA during volume swings
• Act as L1 escalation for complex queries, resolving in real time before routing to the manager
• Maintain shift handover notes
• queue status, pending chats, open escalations, and ongoing issues
• Track agent attendance, adherence to SOPs; coach on CSAT/QA dips in real time

• 4+ yrs of customer experience with atleast 1 year of team handling experience.
• Hands-on command of live chat ops and core metrics: SLA, FRT, AHT, CSAT, shrinkage, occupancy, adherence
• Analytical mindset - dives into queue data, spots patterns, runs RCAs, proposes solutions
• Outstanding written & verbal communication; clear, persuasive, and able to de-escalate
• Thrives in a fast-paced, high-growth startup - comfortable with ambiguity and rapid change
• Strong ownership and a get-it-done attitude, takes end-to-end accountability for queue health
• Bias for action - move fast, makes real-time calls, follows through
• Thrives in startup environment - has built support processes, SOPs, and workflows from scratch in a 0→1 setup is a plus