Manager – CS Operations
nreach· Customer Support
About this role
About This Role
We're building out our Customer Support Operations function across voice, email, and chat, and need someone to take end-to-end ownership of how it runs. This role owns the outsourced and internal support teams, sets up the processes and governance the function needs, and works closely with product, technology, finance, and other stakeholder teams to keep operations running smoothly.
This is a hands-on role. You'll be building processes from scratch while managing a vendor relationship and a growing team, and taking responsibility for outcomes, not just activities.
What You'll Do
Team & Vendor Management
- Own the outsourced support team's capacity, productivity, attendance, and performance.
- Partner with the outsourcing vendor to ensure adequate staffing and coverage.
- Drive onboarding, training, and readiness for new team members as the operation scales.
- Run regular governance and performance reviews with the outsourcing partner.
- Work with the vendor on manpower planning, recruitment, training, and attrition management.
Performance & Quality
- Define and own operational KPIs, including productivity, TAT, SLA adherence, quality, resolution rate, backlog, ageing, and escalation rate.
- Build dashboards and management reports that give visibility into operational performance.
- Set up a quality monitoring framework, including sampling methodology, audits, and feedback loops.
- Identify performance and quality gaps and drive corrective action.
Process & Improvement
- Build processes and SOPs for the support operation from the ground up.
- Create workflows, escalation matrices, and governance mechanisms.
- Partner with Product and Technology to identify and drive automation opportunities.
- Continuously look for ways to reduce manual effort and improve turnaround time.
Escalation & Stakeholder Management
- Act as the first-level internal escalation point for operational issues.
- Own resolution of critical customer, client, partner, and business escalations through to closure.
- Coordinate with Product, Technology, Finance, Sales, and Account Management to resolve issues.
- Flag operational risks and dependencies to senior management proactively.
Reporting
- Prepare and present weekly and monthly operational performance reviews covering productivity, SLA/TAT, quality, backlog, escalations, capacity, and process gaps.
What We're Looking For
- 5–8 years of experience in Operations, Customer Experience, Customer Support, or Service Delivery.
- Experience managing outsourced or vendor teams.
- Experience managing teams of 15–30+ members, directly or through an outsourced partner.
- Strong people and vendor management skills.
- Strong understanding of operational KPIs, SLAs, productivity, quality, and capacity planning.
- Ability to build processes and SOPs from scratch.
- Strong stakeholder management and communication skills.
- Strong Excel/Google Sheets and reporting/dashboarding skills.
Nice to Have
- Experience setting up or scaling a new operation or process.
- Experience in a high-volume, fast-paced operational environment.
- Familiarity with Zendesk CRM.
What Makes You a Strong Fit
- You take ownership of outcomes, not just activities.
- You're comfortable getting into operational details when needed.
- You use data to identify problems and make decisions.
- You naturally look for ways to standardize and improve operations.
- You spot risks and escalations before they become business-impacting.
Why This Role Matters
This role is central to scaling our support operation as it grows from around 5 to roughly 20 team members. Getting the processes, governance, and vendor relationship right here directly shapes the experience of our customers and partners, and builds the operating model the function will run on going forward.
Why Join Us
- Own a function end-to-end, from process design to execution.
- Work directly with Product, Technology, and Finance teams.
- Shape the operating model for a team that's actively scaling.
- Take on a role with real autonomy and decision-making ownership.
Frequently Asked Questions
Is the salary disclosed for the Manager – CS Operations position at nreach?
The salary for this Manager – CS Operations role at nreach is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Manager – CS Operations position at nreach located?
This Manager – CS Operations role at nreach is based in Bangalore, KA, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Manager – CS Operations role at nreach full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Manager – CS Operations role in the Customer Support department at nreach.
Which team or department does the Manager – CS Operations at nreach belong to?
This Manager – CS Operations position is part of the Customer Support department at nreach. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Manager – CS Operations position at nreach?
Click the "Apply Now" button on this page. You will be redirected to nreach's official application portal hosted on keka where you can submit your application directly.
When was the Manager – CS Operations job at nreach posted?
This Manager – CS Operations position at nreach was posted on Sep 1, 2026. Apply as soon as possible — early applications are often reviewed first.
Manager – CS Operations
nreach
You'll be redirected to nreach's official application page on keka.