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Lokal is a house of focused apps serving Tier-2/3+ India with local-language internet products spanning edutainment (GyanTV), matrimony, agri-consulting, jobs, social updates, emotional well-being, astrology, and advisory services. The company was founded in 2018 and is backed by Y Combinator, Sony, Global Brain, India Quotient, and 3one4 Capital.
You will lead a customer support operations team managing high-volume ticket resolution for AstroLokal, one of Lokal's core products. This is a hands-on management role requiring strong execution rigor, operational discipline, and people leadership.
Key Responsibilities:
- Lead a team handling 1,000+ user tickets per day across chat, calls, and email channels
- Monitor real-time queue health and SLA adherence; proactively reallocate bandwidth to meet targets
- Plan and publish weekly/monthly rosters including weekend coverage, backups, and leave management with channel-wise staffing (chat, calls, email)
- Conduct daily standups and shift handovers to ensure smooth cross-shift operations
- Track and improve agent-level performance metrics: productivity, SLA, accuracy, and quality benchmarks
- Maintain clean documentation for audits, incident tracking, escalations, and compliance controls
- Drive continuous process improvements to enhance user experience and operational efficiency
The role demands strong ownership mindset, high execution bias, structured thinking with operational discipline, and comfort working with scale and ambiguity in a fast-paced, high-growth startup environment.
Requirements:
- 3–5 years of experience in Operations or Customer Support
- Prior experience managing high-volume ticketing environments (1,000+ tickets/day preferred)
- Strong team management experience (10–25 member teams preferred)
- Hands-on experience with ticketing tools such as Zoho or similar CRM platforms
- Strong understanding of SLA management, queue metrics, and performance dashboards
- Experience in roster planning and shift-based team management
- Data-driven mindset with strong Excel/Google Sheets skills
- Ability to thrive in fast-paced, high-growth startup environments
- Experience in Customer Support Operations or Marketplace Operations is a plus
