We are seeking a detail-oriented and proactive Lead – Operations (Individual Contributor) to ensure smooth execution of international operations. The role includes managing real-time support, operational escalations and process adherence while driving efficiency, accuracy and SLA compliance.
Oversee day-to-day operations to ensure smooth delivery of services.
Track performance against SLAs and escalate issues proactively when required.
Maintain accurate operational records and documentation.
Real-Time Support Escalation Handling
Act as the first point of contact for real-time operational queries and escalations.
Provide assistance across communication channels (Slack, Email, Helpdesk, etc.).
Troubleshoot technical and process-related issues to ensure continuity.
Process Improvement Coordination
Identify gaps in workflows and recommend solutions for process optimization.
Collaborate with internal teams to streamline operations and resolve bottlenecks.
Contribute to the development and implementation of best practices.
Stakeholder Communication
Working Time:: Afternoon / Night Shift (International Operations)
3–7 years of experience in operations, preferably with exposure to international processes or EdTech.
Hands-on experience with platforms such as Airtable, Monday.com, Slack, Zoom or similar tools.
Strong written and verbal English communication skills.
Proven ability to problem-solve, multitask and manage high-pressure situations.
Process-driven mindset with attention to detail and accountability.
