Job
Core
Lead and optimize an in-house customer support team to ensure real-time operational stability, KPI delivery, and high-quality customer experiences across ride-hailing and delivery operations.
Role type
Senior Customer Support Team Lead / Operations Manager
Builds
Customer support operations, team performance, and real-time queue management for a global mobility platform
Domain
Mobility / Transportation / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, real-time operations management, performance coaching, data-driven decision making, stakeholder management, hiring and onboarding
Preferred skills
Experience in shift-based environments, knowledge base management, process improvement
Technologies
AI tools
Responsibilities
Lead, develop, and engage a team of Customer Support agents; Own real-time operations including queue health and staffing; Drive team performance against KPIs; Own customer support quality including QA oversight; Support hiring, onboarding, and training; Collaborate with stakeholders to improve processes
Seniority
Senior, hands-on IC with team leadership
