Roadcast
Website:
roadcast.in
Job details:
Job Title: Operations / Customer Support Head
Department: Tech Support
Reporting To: Management
Experience Required: 5–8 Years
Employment Type: Full-Time
Job Location: Naraina Vihar, Delhi
About Roadcast
Roadcast is a leading logistics automation platform delivering AI-powered mobility management and logistics solutions to enterprises across industries. Our platform enables businesses to enhance operational visibility, optimize fleet and field operations, improve productivity, and deliver seamless customer experiences through technology-driven automation.
Job Summary
The Operations / Customer Support Head will be responsible for leading and managing the complete customer support operations and field operations teams at Roadcast. This role requires a professional who can ensure smooth day-to-day operational execution while maintaining exceptional customer satisfaction standards.
The candidate will oversee Customer Support Executives responsible for handling customer queries, complaints, issue resolution, and service coordination, along with managing Field Operations Executives handling installations, maintenance visits, troubleshooting, device replacements, and on-ground operational activities.
The ideal candidate should possess strong operational leadership capabilities, escalation management expertise, process optimization skills, and the ability to build high-performing teams in a fast-paced environment.
Key Roles & Responsibilities
1. Customer Support Operations Management
- Lead, supervise, and manage the Customer Support team across all support channels including calls, emails, chats, and ticketing systems.
- Ensure timely and accurate resolution of customer concerns, complaints, and escalations.
- Build and maintain high customer satisfaction standards through effective support management.
- Monitor customer interaction quality and ensure adherence to service guidelines and SLAs.
- Develop customer support workflows, escalation matrices, and operational SOPs.
- Analyze customer issues and identify recurring patterns to improve operational efficiency.
- Coordinate closely with internal departments such as Tech, Product, Sales, and Operations for issue resolution.
- Drive continuous improvement in customer experience processes.
- Maintain proper documentation of customer interactions, complaints, and resolutions.
- Generate and review support performance reports, dashboards, and operational MIS.
- Ensure quick turnaround time (TAT) for issue resolution and escalation handling.
- Conduct regular training sessions for support executives on communication, product understanding, and customer handling skills.
- Implement customer retention and relationship-building strategies.
2. Field Operations Management
- Lead and manage the Field Operations Executives across multiple operational locations.
- Ensure smooth execution of installations, maintenance activities, device servicing, troubleshooting, and replacements.
- Monitor field team productivity, visit closures, task completion timelines, and service quality.
- Coordinate operational planning and scheduling for field teams.
- Ensure field executives follow operational processes, reporting standards, and compliance guidelines.
- Handle critical field escalations and ensure timely resolution.
- Maintain coordination between field teams and customer support teams for seamless execution.
- Ensure proper utilization and tracking of operational resources and inventory.
- Monitor operational expenses and improve cost efficiency wherever possible.
- Ensure field staff maintain professionalism and service quality during client interactions.
- Drive operational discipline and accountability within the field operations team.
3. Team Leadership & People Management
- Build, mentor, and lead high-performing customer support and operations teams.
- Conduct regular performance reviews and provide constructive feedback.
- Define KPIs and KRAs for support and operations teams.
- Identify training and development needs for team members.
- Foster a collaborative, performance-driven, and customer-centric work culture.
- Manage hiring, onboarding, and team expansion requirements for operations and support functions.
- Ensure employee engagement and motivation within teams.
4. Process Improvement & Operational Excellence
- Identify operational gaps and implement scalable process improvements.
- Create and optimize SOPs, workflows, and operational frameworks.
- Improve operational efficiency through automation and better coordination practices.
- Develop reporting structures and data-driven operational tracking mechanisms.
- Ensure smooth interdepartmental coordination for faster issue resolution.
- Work towards improving customer satisfaction, operational productivity, and service quality metrics.
- Participate in strategic planning and operational decision-making.
Required Qualifications
- Bachelor’s degree in Business Administration, Operations, Management, or related field.
- MBA or relevant specialization will be an added advantage.
Required Skills & Competencies
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Strong customer handling and escalation management capabilities.
- Excellent operational planning and execution skills.
- Strong analytical and problem-solving abilities.
- Ability to handle pressure and manage multiple priorities simultaneously.
- Experience in managing field teams and customer support operations.
- Knowledge of CRM tools, ticketing systems, and operational reporting.
- Strong command over MS Excel, MIS reporting, and operational dashboards.
- Ability to work in a fast-paced startup environment.
Preferred Industry Experience
Candidates with experience in the following industries will be preferred:
- Logistics & Supply Chain
- SaaS / Technology Platforms
- Mobility Solutions
- IoT / Telematics
- Field Service Operations
- Customer Success Operations
What We Offer
- Competitive compensation package.
- Leadership growth and career advancement opportunities.
- Dynamic and collaborative work environment.
- Opportunity to lead large-scale operations and customer success initiatives.
- Exposure to fast-growing technology-driven operational ecosystems.
Why Join Roadcast?
At Roadcast, you will get the opportunity to work on impactful operational challenges, lead high-performing teams, and contribute directly to customer satisfaction and business growth. We value ownership, innovation, execution excellence, and people who can create scalable operational systems.
Click on Apply to know more.