Employer description & source details
We are looking for a strong Associate Manager - CS Ops to manage high-volume ticket resolution across chat, calls and email for AstroLokal. The role requires strong execution rigor, people management skills, and hands-on experience with ticketing tools. Lead a team handling 1,000+ user tickets per day across chat, call and email channels. Ensure SLA adherence by monitoring real-time queue health across channels and proactively reallocating bandwidth. Plan and publish weekly/monthly rosters, including weekend coverage, backups, and leave management, with channel-wise staffing (chat, calls, email). Conduct daily standups and shift handovers to ensure smooth cross-shift operations. Track and improve agent-level performance: productivity, SLA, accuracy, and quality benchmarks. Maintain clean documentation for audits, incident tracking, escalations, and compliance controls. Drive continuous process improvements to enhance user experience and operational efficiency. 3–5 years of experience in Operations / Customer Support. Prior experience managing high-volume ticketing environments (1000+ tickets/day preferred). Strong team handling experience (10–25 member teams preferred). Hands-on experience with ticketing tools such as Zoho or similar CRM platforms. Strong understanding of SLA management, queue metrics, and performance dashboards. Experience in roster planning and shift-based team management. Data-driven mindset with strong Excel/Google Sheets skills. Ability to thrive in fast-paced, high-growth startup environments. Experience in Customer Support Op’s / Marketplace Ops is a plus. Structured thinker with operational discipline Comfortable working with scale and ambiguity
Extracted skills: excel, operations