The Role
Own Creator Support operations, metrics, performance reviews, issue taxonomy, and corrective action plans. Diagnose SLA, quality, productivity, backlog, and CSAT issues, then prioritize and resolve root causes. Lead training and QA programs, improve Freshchat or comparable support-platform workflows, and drive automation, self-service, and agent-assist adoption. Collaborate with Product and Engineering to translate support challenges into scalable processes and technology fixes.
Summary Generated by Built In
Manager - Support Operations
About Wishlink
Wishlink is on a mission to revolutionize the creator economy and redefine how people shop. We're all about providing every user with a highly personalized shopping experience guided by creators, so they can find exactly what they want, in a very short time, while improving their online shopping experience severalfold. We are shaping a new era at the intersection of two of the most prominent aspects of the internet- e-commerce and social media.
Wishlink was founded by 3 friends from college, Chandan, Shaurya, and Divyansh, with a shared passion to solve real-world problems at scale and consume content for hours (XD). We started Wishlink in January 2022 when we discovered products on social media that we wanted to buy but could not (in some cases, actually did)! We are based out of Gurugram. We have recently raised a series B round of $17.5M backed by leading global investors including Vertex Ventures SE Asia & India, Fundamentum, and Elevation Capital.
The way people shop online is changing. Users are tired of spending hours browsing humongous catalogs on eCommerce marketplaces just to find a single piece of apparel they like. They need curation, and they need trusted reviews - which is what Wishlink is bringing with the help of content creators. Wishlink is at the forefront of this change, enabling users to shop in an easier and more exciting way.
In just 4 years of existence, Wishlink is used by over 900k users daily to discover and shop products online. This number has grown over 3x in the last 4 months.
Wishlink is all about its people. Our team is young and energetic, come from stellar backgrounds, and are dedicated towards a common goal. Also, we have a LOT of fun!
We have grown remarkably in the last 3 years and are doing a monthly GMV of over Rs. 400cr. We are working with over 50,000 content creators and 300+ brands and eCommerce marketplaces including Amazon, Flipkart, Myntra, Nykaa, Ajio, H&M, Savana (Urbanic), Only, Vero Moda, Libas, Aurelia, Mama Earth, and many more.
Wishlink presents an exciting opportunity for you to contribute to and grow within the creator-enabled eCommerce space, have the chance to work at an emerging consumer-tech startup and be an integral part of this dynamic journey.
We are looking for a Manager / Assistant Manager – Support Ops to drive performance and scalability of Creator Support. This person shall own support metrics end-to-end, identify the biggest drivers behind SLA/quality issues, and execute fixes through process changes, tooling/automation, and tight collaboration with Product/Engineering. This person is the bridge between on-ground support and tech to implement scalable AI first solutions.
Key Responsibilities:
- Team Performance Enablement (with TLs)
- Ensure TLs run consistent coaching and QA loops based on data.
- Spot performance outliers early and drive corrective actions (training, SOP adherence, workflow changes).
- Design and own the training roadmap for agents and TLs — onboarding ramp, skill-gap-driven refreshers, and certification on new workflows/SOPs; track effectiveness via pre/post QA score movement.
- Own Support Metrics (end-to-end)
- Own all support metrics viz. response time, SLA, resolution time, backlog + ageing, productivity (chats/hour), QA score, CSAT and others
- Run daily and weekly performance reviews with TLs; convert metric gaps into clear action plans and close tracking.
- Build an issue taxonomy and monitor top drivers of inbound, delays, and repeats.
- Identify Problems and Drive Fixes (core of the role)
- Diagnose why metrics are off (category-wise, agent-wise, shift-wise, workflow-wise).
- Prioritise the top 3–5 problems that will move metrics the most and drive them to closure.
- Create structured problem briefs and work with PM CX / Product / Eng to ship fixes.
- Execute Efficiency Improvements (automation + process)
- Implement operational improvements inside Freshchat (or equivalent): routing logic, macros, workflows, QA mechanisms, knowledge hygiene.
- Drive automation/self-serve adoption (bot coverage, deflection flows, agent-assist readiness) in partnership with PM CX.
- Measure impact of each change (before/after) and iterate until metrics stabilise.
What We’re Looking For
- Minimum of 4-5 years in CX ops / support ops / operations / program roles with strong metric ownership, preferred candidates who have grown in Support from Agent to Team Lead to Manager
- Strong analytical problem solving, excellent proficiency in Excel and data analysis; able to build and interpret dashboards independently.
- Comfort collaborating with Product/Engineering and translating ops pain points into implementable fixes.
- Experience with support platforms (Freshchat/Freshdesk/Zendesk/Intercom) and automation/workflow concepts.
- Prior experience in a startup environment, ideally having set up processes from 0-to-1.
- Strong problem-solving ability — comfortable diagnosing root causes from ambiguous, messy data.
- Experience managing team leads in a support/ops setup preferrably with 2-3 years of experience.
We are committed to providing the best environment for you to thrive in. To help with this, we have the following benefits available for all our employees.
- Competitive Salary, Generous ESOPs, and Relocation Bonus
- Learning & Development Programs with a Dedicated Budget
- Company sponsored newsletters and books
- ChatGPT Subscription
- Regular Team Outings
- Discounted Health Plans & Gym Memberships
- Industry insights on growing your social media if you are a (aspiring) creator
Explore our Creator App: iOS | Android
Explore our Shopping App: iOS | Android
Shaurya Gupta - Founder & CEO
Divyansh Ameta - Founder & COO
Chandan Yadav - Founder & CTO
Deep Anmol Singh Sodhi - Head of Revenue
Priyanka Khera - Program Manager
Skills Required
- 4-5 years of experience in CX operations, support operations, operations, or program roles
- Strong ownership of support metrics and performance management
- Strong analytical problem-solving skills
- Excellent proficiency in Excel and data analysis
- Ability to independently build and interpret dashboards
- Experience collaborating with Product and Engineering teams
- Experience translating operational pain points into implementable fixes
- Experience with Freshchat, Freshdesk, Zendesk, Intercom, or comparable support platforms
- Knowledge of automation and workflow concepts
- Prior experience in a startup environment
- Experience setting up processes from 0-to-1
- Experience managing team leads in a support or operations setup
- 2-3 years of experience managing team leads
- Experience progressing from Support Agent to Team Lead to Manager
Am I A Good Fit?
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The Company
What We Do
At Wishlink, we aim to define new charters at the intersection of two of the most prominent aspects of the internet: e-commerce and social media. Wishlink makes acquiring customers and driving sales via creators easy, trackable and efficient for the brands. Wishlink provides creators with opportunities to collaborate with the brands they genuinely love. We equip creators with their personalized links where they can tag products with their social media posts, create curated collections of their favorite products - and make it easy for their community to shop. 👉🏻 Empowering creators to monetize their content effectively and drive genuine value for their community as well as the brands. 👉🏻Enabling brands to efficiently work with creators at scale. Quick setup, measurable & positive ROI and outcome based payouts. 👉🏻 Assisting customers to discover and shop their favorite creator's recommendations seamlessly.
