Role Summary:
Own the support ecosystem as a Product Lead—strategically productizing tools, processes, voice/domain infra, and customer journeys. Hands-on expert in domain lifecycle (maintenance/purchase/renewal/DNS for all customers), Zendesk automation, Excel analytics, and scaling from reactive to proactive ops. Drive CSAT, efficiency, and cross-team alignment like a PM for support.
Key Responsibilities:
- Domain Ownership: Full lifecycle for all customer domains—purchases, renewals/expiries, bulk maintenance, DNS config/troubleshooting, hosting fixes.
- Product Roadmap: Treat support as a product—define features, user journeys, A/B tests, self-service tools; prioritize via customer feedback.
- Multi-Channel Ops: Manage ticketing/voice/chat/email; hit SLAs/TAT; proactive escalations.
- Tools Mastery: Zendesk/Zoho admin—automations, workflows, CRM integrations; Excel dashboards (Power Query/pivots).
- Voice Systems: IVR/virtual numbers/call tracking; 99% uptime.
- Lifecycle Management: Optimize onboarding/activation metrics.
- Governance: Build SOPs/roadmaps for proactive support.
- Analytics: Track CSAT/FRT/SLA/domain health; trend-based recommendations.
- Collaboration: PM-style partnering with Product/Sales/Tech.
Required Skills:
- 6–7 years support ops (SaaS/domain preferred).
- Domain pro: GoDaddy/Namecheap, DNS tools, renewals.
- PM mindset + tech: Zendesk, IVR/Twilio, advanced Excel.
- Ownership, data-driven.
Pay: ₹500,000.00 - ₹600,000.00 per year
Work Location: In person
