Senior Executive - Customer Support Operations at Aftershoot

New Delhi, delhi, India -

Full Time

Start Date

Immediate

Expiry Date

17 Mar, 26

Salary

0.0

Posted On

17 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support Operations, KPI Tracking, Performance Tracking, Live Chat, Email Operations, Process Improvement, Operational Discipline, Freshdesk, Kapture, Intercom, Team Support, Risk Identification, SOP Adherence, Ticket Management, Workload Distribution, CSAT

Industry

Software Development

Description

At Aftershoot, we’re building a global community of photographers who spend less time behind their screens and more time behind the lens. Every feature we create, every update we ship, is designed to make post-processing easier, faster, and smarter for photographers around the world. From culling to editing to retouching. Our AI tools do all the heavy lifting, so photographers can focus on what they do best: capturing moments, telling stories, and creating magic. We’re a fast-growing, passionate team backed by over 100K+ active users globally. Double-digit ARR in less than 4 years, amazing investors and team who truly believe in our mission. Our mission is clear: Become the default companion for every photographer in the world. If you care deeply about building meaningful products, working with curious and driven teammates, and being part of a team that genuinely loves what they do, we’d love to meet you. Let’s create the future of AI in photography, together. About the Role You will be supporting the Lead by running day-to-day customer support operations, ensuring queues are healthy, SLAs are met, KPIs are tracked, and agents are supported operationally. This role is focused on execution, performance tracking, reporting, and operational discipline, rather than escalation of ownership. Core Responsibilities Live Chat & Email Operations (Core Focus) Own day-to-day live chat and email queue operations to ensure: Optimal response times Even workload distribution across agents Consistent SLA adherence Monitor real-time queue health and ticket volumes; take corrective actions proactively. Ensure agents consistently follow approved macros, SOPs, and tone guidelines. Identify recurring issues from chats/emails and flag them for action or process improvement. Step in to handle live chats or emails when required to support queue health. KPI Tracking & Performance Operations Track and maintain daily, weekly, and monthly support KPIs, including: First Response Time (Chat & Email) Average Handle Time (AHT) CSAT First Contact Resolution (FCR) Ticket backlog and aging Share performance insights and trends with the Lead - Customer Experience & Strategy. Proactively flag risks such as SLA breaches, backlog spikes, or volume surges. Support agent-level performance tracking and scorecards. Process & Operational Support Assist in improving ticket classification and tagging hygiene. Support the rollout of process changes and operational updates driven by CX leadership. Ensure new processes and workflows are followed consistently by the team. Help maintain operational discipline across tools, workflows, and reporting. What You’ll Bring 3–4 years of experience in Customer Support Operations (Chat & Email-heavy environments preferred) Strong execution and operations-first mindset. Experience tracking, maintaining, and reporting support KPIs. Ability to manage high-volume queues in fast-paced environments. Comfort identifying risks early and communicating them clearly. Hands-on approach — comfortable jumping into queues when required. Prior experience with Freshdesk, Kapture, or Intercom is a plus. What happens after you apply? Step 1: If your profile aligns with our vibe and requirements for the role, our people team will reach out to you for a brief phone call. Step 2: If everything aligns, your next chat will be with one of your future team members to better understand the role and your experience. Step 3: You will then be given a task - this helps us evaluate your thought process and help you showcase your expertise. Step 4: If everything goes well, you will meet the leadership for a quick bar-raiser round. Step 5: If you do manage to clear all rounds, this is the point we make an offer, shake hands, and welcome you to the team.

Responsibilities

The role involves managing day-to-day customer support operations, ensuring optimal response times and adherence to SLAs. It also includes tracking KPIs and supporting agents operationally.