Operations Manager

About Hyperface

We are a very young and ambitious startup based out of Bengaluru. Our team is a group of engineers and product specialists who are experts in solving payments and fintech problems. The world is witnessing a radical transformation in the banking and financial services sector. We are creating a platform to accelerate embedded finance, specifically in the credit space.

We are a well-funded startup who have raised upwards of 10 million dollars, one of the top seed rounds amongst B2B companies in the year 2022. While predominantly from India, we have investors from North America, Europe and SouthEast Asia.

About the role

We are looking for a dynamic Operations Manager to oversee and enhance customer service processes, ensuring seamless support and operations experiences. The ideal candidate will optimize workflows, improve response times, and drive customer satisfaction while managing a high-performing support team.

Key Responsibilities:

• Oversee daily customer support operations, ensuring timely and effective issue resolution.
• Develop and implement processes to enhance customer experience and operational efficiency.
• Monitor key support metrics (e.g., CSAT, response time, resolution rate) and drive improvements.
• Lead, mentor, and develop a team of operations support representatives.
• Collaborate with cross-functional teams to o pain points and operational improve service delivery.
• Implement and optimize support tools, ticketing systems, and automation solutions.
• Maintain compliance with company policies and industry best practices..

Requirements:

• 6-8 Years of proven experience in operations or a similar role.
• Strong leadership and team management skills.
• Excellent problem-solving and communication abilities.
• Data-driven mindset with a focus on continuous improvement.

Job Location – Mumbai