Associate: Business Operations

About Us:

At Vahan, we are building the first AI powered recruitment marketplace for India s 300 million strong Blue Collar workforce, opening doors to economic opportunities and brighter futures.

Already India s largest recruitment platform, Vahan is supported by marquee investors like Khosla Ventures, Y Combinator, Airtel, Vijay Shekhar Sharma (CEO, Paytm), and leading executives from Google and Facebook.

Our customers include names like Swiggy, Zomato, Rapido, Zepto, and many more. We leverage cutting-edge technology and AI to recruit for the workforces of some of the most recognized companies in the country.

Our vision is ambitious: to become the go-to platform for blue-collar professionals worldwide, empowering them with not just earning opportunities but also the tools, benefits, and support they need to thrive. We aim to impact over a billion lives worldwide, creating a future where everyone has access to economic prosperity.

If our vision excites you, Vahan might just be your next adventure. We re on the hunt for driven individuals who love tackling big challenges. If this sounds like your kind of journey, dive into the details and see where you can make your mark

Job Overview:

We are looking for a proactive Team Lead to oversee our support team, responsible for resolving rider queries raised by Vahan leaders. This role requires a hands-on leader who can manage day-to-day operations, analyze data to improve team performance, and ensure a seamless support experience. If you have strong leadership skills, technical proficiency, and a problem-solving mindset, this is the perfect opportunity to contribute to a fast-paced, impactful environment

Key Responsibilities:

• Team Leadership: Lead and manage a support team of at least 10 FTCs, ensuring smooth operations and timely resolution of rider queries raised by Vahan leaders.

• Operational Oversight: Take ownership of daily support operations, ensuring high-quality assistance and efficient query management for all riders.

• Technical Expertise: Utilize tools like Freshdesk and Freshchat to handle chat and call support processes effectively, while ensuring seamless communication.

• Data Analysis: Demonstrate strong proficiency in Google Sheets and Excel, including creating basic dashboards, tracking team performance, and interpreting data to drive improvements.

• Proactive Problem-Solving: Exhibit a proactive, self-starter attitude with a strong sense of business acumen to identify and implement process improvements.

• Performance Optimization: Develop strategies to enhance support team efficiency, provide coaching to team members, and ensure adherence to SLAs and company policies.
  
  

Skills and Competencies:

• Strong analytical and problem-solving abilities.

• Excellent verbal and written communication skills.

• Strong attention to detail and commitment to accuracy.

• Ability to work independently and manage multiple tasks in a fast-paced environment.
  
  

Technical Skills:

Proficiency in MS Office, particularly Excel, for reporting and analysis.

Experience:

• 2+ years of experience in a quality assurance or customer support role, ideally in an outbound support environment.

• Previous experience in call auditing, coaching, or quality control is preferred.

• Language preference: Hindi, Kannada, Telugu, Tamil