Operations Manager

Job Title: Operations Manager
Department: Operations
Experience: 5–8 Years
Location: Remote
Job Overview
We are looking for an experienced Team Lead to manage Astrologer Support and Customer Support teams. The ideal candidate should have strong customer support experience and 1–2 years of experience in the astrology domain.
Key Responsibilities
Team Management
Lead, coach and mentor the support teams.
Set team targets, monitor performance and conduct regular reviews.
Manage team schedules and ensure proper support coverage.
Support Operations
Manage customer and astrologer support through chat, email and phone.
Monitor tickets, response time, resolution time and customer satisfaction.
Handle escalations and ensure timely resolution of issues.
Performance & Quality
Track team KPIs and prepare performance reports.
Monitor support quality and ensure compliance with company policies.
Identify training and process improvement opportunities.
Collaboration & Process Improvement
Work with Product, Engineering, Legal and Training teams to resolve issues.
Improve support workflows, processes and documentation.
Manage CRM/helpdesk tools and knowledge bases.
Required Skills & Qualifications
5–8 years of experience in Customer Support / Support Operations.
1–2 years of experience in the Astrology domain.
Proven experience as a Team Lead / Supervisor.
Strong leadership, communication and problem-solving skills.
Experience with CRM/helpdesk tools such as Zendesk, Freshdesk or Zoho Desk.
Strong analytical and reporting skills.
English, Hindi and Marathi proficiency is preferred.
Experience with AI-driven support tools is an added advantage.
Interested candidates can share their CV at talent@eligarf.tech or DM

Work arrangement
Yes