JOB DESCRIPTION • Lead and manage a team of 15–20 customer support associates, driving performance, engagement, and retention. • Monitor key operational KPIs including CSAT, SLA, Quality, Productivity, Attendance, and Adherence. • Conduct regular coaching, performance reviews, and action planning to improve individual and team performance. • Handle customer escalations, conflicts, and PIPs, ensuring timely resolution and service recovery. • Analyze operational data, prepare performance reports, and conduct RCA and process improvement initiatives. • Partner with Quality, Training, and WFM teams to improve customer experience, resolution rates, & overall business performance. QUALIFICATION & EXPERIENCE • Bachelor's degree in any discipline. • Experience managing support operations for international markets • Experience should include queue management, SLA management, escalation management • Prior OTT/streaming platform support experience is an added advantage • Chat, Email, and Social Media support operations expertise • Quick to adapt to evolving business needs and effectively implement the frequent process changes • Experience managing KPIs, SLAs, CSAT, and Quality metrics