Support Operations Lead

Support Operations Lead Job Description

Support Operations Lead
Role Overview
We are hiring a Support Operations Lead to own the operations side of customer support. You will pair with
our Support Product Manager, and the two of you will own Support as a function together: you own how
support runs, they own the products and tools it runs on.
Your goal is simple to state and hard to do: learners get fast, correct, friendly help, and the support team
runs on clear processes and the right metrics.

Position Details
Employment Type Full Time
Experience 2–4 years in customer support or customer service, at manager level or
above, in a consumer (B2C) product company
Location Remote, Kolkata (preferred)
Work Days 5 Days (official). Weekend work may be required depending on business
requirements, as this is a Support position.

Key Responsibilities
What you will do
• Own support operations end to end: queues, routing, SLAs, escalations, staffing and shift planning.
• Pick the metrics that matter (first response time, resolution time, first contact resolution, CSAT, ticket
volume per learner, backlog) and review them every week.
• Design and document support processes, macros and escalation paths, and keep them current as the
product changes.
• Find the top reasons learners contact us, and work with the Support PM and other product teams to
remove them at the source.
• Work with the Support PM on bots, self-serve help and tooling. Bring the ground truth from the floor
into what gets built.
• Run quality: ticket audits, feedback loops and training for agents, including training on new product
changes.
• Lead and grow the support team leads, and build a culture of ownership and care for the learner.

What you bring
• 2–4 years in customer support or customer service, with at least part of that as a manager or above, in
a consumer (B2C) product company.
• You have owned support metrics and can show a time you improved them, with the before and after
numbers.
• You have designed support processes from scratch or fixed broken ones: routing, SLAs, escalation,
QA.
• Hands-on with helpdesk and support tools (for example Freshdesk, Zendesk, Intercom or similar) and
with spreadsheets for analysis.
• Comfortable working with product and tech teams, and able to turn a support problem into a clear ask.
• Calm under pressure, with high volumes and a large, varied learner base.
Nice to have
• Edtech, subscriptions or other high-volume consumer services.
• Experience rolling out chatbots, AI agents or self-serve help centres.
• Support in multiple Indian languages.

About be10X
At be10X (Goenka Kachave LLP), we don't just teach AI – we turn it into a career weapon. We're an AI
upskilling platform built to help working professionals unlock faster promotions, bigger salary hikes,
sharper productivity, and career breakthroughs they didn't think were possible yet.
Founded by IIT Kharagpur alumni Aditya Goenka and Aditya Kachave, we've rewritten the career
trajectories of over 5 million learners through cutting-edge programs spanning AI, Finance, Data, Product,
and Business.
And we're not just growing – we're scaling fast. A profitable, fully bootstrapped organization with INR
500+ crore in annual recurring revenue, a 2,500+ member team, and 15 offices across Pune, Bengaluru &
Kolkata, we're one of India's – and the globe's – fastest-growing EdTech organizations.

The Be10x Effect
• Google's Official Stamp of Approval – Be10x is a certified Google partner, putting us in a league
most training platforms only dream of reaching.
• From Classrooms to Warships – We delivered classified-ready AI training for the Indian Navy: a
2-day program covering Excel + AI and Power BI dashboards with AI-powered decision briefs, built
around a strict "data never leaves the laptop" security framework.
• Now Streaming: Our Own Success Story – Be10x's journey is featured on JioHotstar's "Bharat of
My Dreams" (2026) – proof that we're not just building careers, we're telling their stories.
• Star-Studded Sessions – Our stages have hosted names like Boman Irani, Ashneer Grover, and
Imtiaz Ali, because we believe AI education deserves the same spotlight as prime-time TV.
• Community First – Proud partners and contributors of the Ahmedabad Rotary Association, Assam
Chief Minister Office (CMO) contributing to initiatives that create meaningful social and professional
impact.
• AI Masterclass with Rotary Ahmedabad – Be10x led the “Orenda Skyline AI Masterclass” at Pandit
Deendayal Auditorium, Ahmedabad, with 500+ industrialists, professionals, Rotarians and students.
• Assam Flood Relief – Be10x contributed 10 lakh toward relief missions during the Assam floods,
supporting on-ground recovery efforts for affected communities.
• Bihar Flood Relief – Be10x contributed 10 lakh toward relief missions during the Bihar floods,
supporting on-ground recovery efforts for affected communities.
• Official AI Partner – Afghanistan Cricket Board – Be10x is now the Official AI Partner of the
Afghanistan Cricket Board, applying practical AI tools and workflows to support the board’s teams and
operations.
Part of House of EdTech
be10X is part of House of EdTech, a multi-entity upskilling group whose brands include Office Master, AI for
Techies, Dr. Finance, Profit Uni, and SpringPad.