Service Operations Manager

Service Operations Manager

A US fintech scaling its India service team

Location: Mumbai, India — on-site

About the Company

A US fintech is scaling its India team and has partnered with Flexiple to build its service operations function. You will own how customers are supported as the business grows quickly. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.

Role Overview

As a Service Operations Manager, you will own the processes and metrics behind customer service, keeping response quality high and turning support data into operational improvements.

Key Responsibilities

Service Delivery

• Own service workflows, SLAs, and escalation paths across channels
• Manage queues, staffing, and coverage to meet response targets
• Maintain quality standards and customer-experience consistency

Performance & Improvement

• Build dashboards on response time, resolution, and CSAT
• Identify recurring issues and drive process and tooling fixes
• Improve runbooks, documentation, and self-service content

Ideal Candidate Profile

• 3 to 7 years in service operations, customer support, or operations roles
• A process-first mindset with strong attention to detail
• Comfort with support tooling, spreadsheets, and reporting
• Clear written and spoken English and a reliable remote-work setup

Preferred Qualifications

• Exposure to fintech, SaaS, or regulated customer environments
• Experience with helpdesk tools such as Zendesk or Freshdesk
• Comfort with a partial US time-zone overlap

What We Offer

• A founding service-operations seat with a US fintech's India team
• Remote-friendly, pan-India hiring with long-term placement
• Direct exposure to leadership and a high-ownership mandate
• One application considered for this and future matched roles

Hiring Process

HR Screening → Assignment → Leadership Round 1 → Leadership Round 2 → Culture Fit