Are you a strategic leader with a passion for customer support? Join Astrotalk and lead a team that powers India’s most trusted astrology platform.
🏢 About Astrotalk
Astrotalk is India’s leading online astrology platform, connecting millions of users to verified astrologers through chat, call, and video services. With a rapidly growing user base, Astrotalk is redefining how people access spiritual guidance in the digital age.
Now, the company is expanding its Customer Support operations and is seeking a skilled Operations Manager to take charge and elevate the support experience for both partners and users.
📍 Job Overview
- Position: Operations Manager – Customer Support
- Location: Noida, India (Work from office)
- Experience Required: 3–6 years in customer support/operations management
- Industry: Technology / Customer Service / B2C SaaS / Astrology Tech
- Apply Here: Apply on iimjobs.com
🧑💼 About the Role
As the Operations Manager, you’ll play a pivotal role in shaping the future of Astrotalk’s customer support operations. You will not only manage day-to-day activities but also build systems, design processes, and lead a team towards operational excellence.
This is a high-ownership role that calls for a strategic thinker, a strong executor, and a people leader.
🎯 Key Responsibilities (Explained in Detail):
✅ Strategic Planning & Execution
- What You’ll Do: Develop short- and long-term strategies for the customer support division.
- Why It Matters: With Astrotalk’s fast growth, scaling support efficiently is key to user satisfaction.
✅ Team Leadership
- What You’ll Do: Hire, train, and mentor support executives; create a growth-oriented, collaborative team culture.
- Why It Matters: A motivated team ensures smoother issue resolution and better partner relationships.
✅ Performance & KPI Management
- What You’ll Do: Set clear KPIs (response time, CSAT, resolution time), monitor performance, give feedback.
- Why It Matters: Data-driven performance leads to better accountability and customer experience.
✅ Process Optimization
- What You’ll Do: Audit and streamline workflows using best practices and automation.
- Why It Matters: Faster support = happier users. Efficiency saves time, money, and effort.
✅ Partner Relationship Management
- What You’ll Do: Act as a liaison for astrologers and partners using the platform.
- Why It Matters: Building long-term relationships drives retention and trust on the platform.
✅ Complex Issue Resolution
- What You’ll Do: Supervise escalated tickets, ensure SLAs are met, and design escalation workflows.
- Why It Matters: Escalations are sensitive — managing them well maintains brand reputation.
✅ Reporting & Analytics
- What You’ll Do: Generate reports on CSAT, ticket volumes, response time, team productivity.
- Why It Matters: Insights from data guide the next phase of growth and strategy.
✅ Compliance & Documentation
- What You’ll Do: Ensure all processes follow internal policies and legal standards.
- Why It Matters: A compliant team is a reliable team.
✅ Budgeting & Resource Planning
- What You’ll Do: Allocate and manage operational budgets, forecast hiring and tool needs.
- Why It Matters: Optimized resources ensure high ROI from the support division.
✅ Cross-Team Collaboration
- What You’ll Do: Work with Product, Engineering, and Marketing to resolve bugs, implement feedback loops.
- Why It Matters: Customer issues often require inputs beyond the support team.
🧾 Desired Qualifications:
- Education: Bachelor’s degree required; MBA or relevant Master’s preferred.
- Experience: Minimum 3 years of leadership experience in operations or customer support (preferably in tech or B2C startups).
🚀 Must-Have Skills:
| Skill | Why It’s Important |
|---|---|
| Leadership | You’ll be managing a large team under high pressure. |
| CRM & Ticketing Tools | Experience with tools like Zendesk, Freshdesk, etc. |
| Communication Skills | To coordinate with team, partners, and upper management. |
| Analytical Thinking | To decode customer trends and optimize workflows. |
| Emotional Intelligence | Handle team dynamics and sensitive partner issues. |
| Adaptability & Proactiveness | This is a fast-paced, evolving role. Be ready to lead. |
🌟 Why You Should Join Astrotalk:
- 🧠 High Ownership: You’ll directly influence how users and astrologers perceive Astrotalk.
- 🚀 Fast Career Growth: Work with a fast-scaling tech startup with plenty of internal mobility.
- 💬 Collaborative Culture: Open communication, flat hierarchy, and feedback-driven progress.
- 💰 Competitive Compensation and performance bonuses.
- 🔄 Continuous Learning: Access to learning resources, mentorship, and leadership opportunities.
📝 Application Tip:
⚠️ Before Applying:
✔️ Tailor your resume to match the keywords from this job post.
✔️ Highlight KPIs you’ve driven and support teams you’ve led.
✔️ Showcase tools you’ve used like CRM, dashboards, analytics, etc.
🎯 Your family and future are counting on your efforts. Don’t procrastinate. Take charge and apply today.
👉 Apply Here
