Customer Support Manager

Manager - Customer Support

In 2018, we began with a WhatsApp group with a simple hypothesis: people in tier-2/3 towns weren't really using the internet meaningfully yet. We believed that if we started with local content in their own language, they'd come back every day; once there was a habit and trust, that same space could naturally grow into classifieds and, eventually, something they used for almost everything online. This spark became Lokal. Our first instinct was to put everything in one place & one app - local updates, classifieds, jobs, matrimony and more. It worked, till it stopped working. Users gave us the insight - when one use case outweighs the others, everything else seems like noise. We listened. Like how Craigslist quietly seeded a generation of focused companies & marketplaces, we began unbundling and verticalising.

Today, Lokal is a house of focused apps, many products, one mission: to connect Tier-2/3+ India to the Knowledge, opportunities, tools and experts they've always deserved. We now operate dozens of live apps across categories like:

Edutainment & Skill Learning – practical skills and learning in regional languages GyanTV

Matrimonial Matchmaking – hyperlocal, compatibility-first partner search Lokal Matrimony

Agri Consulting – farmer-first advisory in local languages AgriLokal

Local Jobs – blue- and grey-collar opportunities close to home Lokal Jobs, Sahi Jobs

Social & Community – Place to find & post social updates Lokal app

Emotional Well-being & Peer Support – safe spaces to talk and feel heard Dostt & Eaze

Astrology & Guidance – instant access to trusted Astrologers via chat and voice AstroLokal

Advisory Services – early bets in legal help, financial guidance, career counselling, and more

Under the hood, Lokal is a discovery and access platform: local-language internet + deep Bharat insight+ AI. When someone opens a product we've built, they don't wade through clutter; they get a straight line to what they came for. This is the story new teammates walk into: a company that started as a whatsapp group, became a family of focused apps, and kept one belief at the centre — access changes lives. We ship fast. We learn fast. We build for Bharat. We are backed by leading global and domestic investors including Y Combinator, Sony, Global Brain, India Quotient, and 3one4 Capital

About the role: We're seeking a seasoned Manager - Customer Support to lead multi-product support operations, elevate customer experience, and drive operational excellence. The ideal candidate has strong leadership experience in fast-paced B2C environments and a proven ability to scale teams, processes, and performance.

Key Responsibilities:

• Team Management: Oversee multiple customer support teams, ensuring high performance, motivation, and professional growth.
• Customer Experience: Drive initiatives to enhance customer satisfaction and reduce churn across various products.
• Process Optimization: Standardize and improve customer support workflows, ticketing systems, and service-level agreements (SLAs).
• Key Metrics & Performance Monitoring: Track and optimize critical support metrics, including:
• Turnaround Time (TAT): Reduce response and resolution times across all support channels.
• Ticket Categorization: Implement structured ticket classification for efficient prioritization and handling.
• Priority Ticket Handling & Escalation: Develop robust escalation protocols to ensure high-priority cases are addressed swiftly.
• Overall Ticket Reduction: Identify and implement strategies to minimize ticket volume through self-service solutions, automation, and proactive customer engagement.
• Data-Driven Decision Making: Leverage analytics to monitor performance, identify trends, and implement process improvements.
• Technology & Tools: Evaluate and implement support tools (CRM, chatbots, helpdesk software) to enhance efficiency and customer experience. (Hands on experience with Freshdesk will be preferable)
• Cross-Functional Collaboration: Work closely with product, marketing, and engineering teams to ensure a seamless customer journey.
• Training & Development: Establish training programs to keep support teams updated on product knowledge and customer handling best practices.