Manager – Customer Support & Operations

Company Overview

At ClickPost, we're redefining the post-purchase experience for global commerce. Founded in 2017, ClickPost is a leading post-purchase intelligence platform that transforms logistics complexity into a competitive advantage for some of the world's most recognized brands, including Walmart, Nykaa, Mars, Adidas, Bluestone, GIVA, and 450+ enterprises across India, Southeast Asia, the Middle East, and North America. Our AI-powered platform intelligently manages shipment tracking, delivery exceptions, and returns across 600+ integrated carriers, processing over 50 million shipments every month.

Job Summary

We are looking for a Manager – Customer Support & Operations who thrives in a fast-paced SaaS environment. The ideal candidate will drive customer success strategies, optimize support operations, leverage AI-driven solutions, and lead high-performing teams to ensure every customer interaction creates lasting value.

Responsibilities

• Lead & Inspire Teams: Build, mentor, and develop a high-performing Customer Support & Operations team while fostering a culture of ownership, collaboration, and continuous learning.
• Drive Customer Experience Excellence: Design and execute customer experience strategies aligned with business objectives; continuously improve processes to enhance onboarding, support quality, and customer satisfaction.
• Own Performance & Operational Metrics: Define, monitor, and improve key customer success KPIs such as Customer Onboarding Efficiency, Customer Satisfaction (CSAT), and Operational SLAs.
• Collaborate Across Functions: Partner with Product, Engineering, Sales, and Customer Success teams to optimize customer journeys and act as the bridge between customer feedback and product innovation.
• Leverage AI & Automation: Explore and implement AI-powered solutions to improve customer support workflows and enhance customer experience.
• Be Hands-On: Investigate complex customer issues, support the team during critical situations, and continuously improve support processes based on insights.

Qualifications

• Experience: 7+ years in Customer Support, Customer Experience, Customer Success, or Operations within a SaaS environment.
• Leadership: Proven experience leading customer-centric initiatives and managing high-performing teams.
• Process Improvement: Demonstrated ability to drive process improvements and operational excellence.
• Technical Skills: Strong understanding of APIs and hands-on experience with Postman.
• Analytical Skills: An analytical mindset with a data-driven approach to decision-making.
• Problem-Solving: Excellent problem-solving and strategic thinking capabilities.
• Communication: Exceptional communication and stakeholder management abilities.
• Customer Focus: A customer-first attitude with a passion for delivering outstanding experiences.

Preferred Skills

• Experience working with AI-powered platforms and emerging technologies.
• Curiosity to experiment, innovate, and embrace AI-driven solutions.

Experience

• 7+ years of relevant experience in customer support and operations, with proven leadership in managing teams within a SaaS environment.

Environment

• This position is in-office, located in Bangalore, within a dynamic and collaborative team culture.

Salary

• Competitive compensation with performance-based incentives (specific salary not provided).

Growth Opportunities

• Opportunity to work at the intersection of AI, SaaS, logistics, and customer experience, contributing to significant advancements in global customer operations.

Benefits

• Comprehensive health insurance for you and your dependents.
• Flexible working hours with a collaborative culture.
• Generous paid leaves and company holidays.
• Continuous learning and professional development opportunities.
• Employee Assistance Program for mental health and well-being.
• Inclusive, transparent, and high-ownership work environment.