Team Lead - Support Operations

What would you be doing Own real-time queue management - monitor live chat queues, drive FRT and SLA adherence, and intervene before breaches Track queue health (concurrency, backlog, longest-waiting chat) and proactively flag fires to agents and crossfunctional teams Share hourly ops updates: planned vs. available headcount, shrinkage, occupancy, and adherence Own roster - manage shifts, breaks, and replanning to protect SLA during volume swings Act as L1 escalation for complex queries, resolving in realtime before routing to the manager Maintain shift handover notes - queue status, pending chats, open escalations, and ongoing issues Track agent attendance, adherence to SOPs; coach on CSAT/QA dips in realtime What are we looking for 5+ years in CX / support, with 23 years of team handling Handson command of live chat ops and core metrics: SLA, FRT, AHT, CSAT, shrinkage, occupancy, adherence Outstanding written & verbal communication; clear, persuasive, and able to deescalate Thrives in a fastpaced, highgrowth startup - comfortable with ambiguity and rapid change Strong ownership and a getitdone attitude, takes endtoend accountability for queue health Bias for action - moves fast, makes realtime calls, follows through Thrives in startup environment - has built support processes, SOPs, and workflows from scratch in a 01 setup is a plus Perks and Benefits Competitive Salary, Generous ESOPs, and Relocation Bonus Incentives as per performance 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 .