Support Operations Manager

Chennai, India

FreeElective™ LLC is a Chicago-based start-up that aims to improve how people connect online. We are excited to introduce Jodi365.com, a social matchmaking site that helps people find a match for all seasons of life™. We especially cater to educated, quality singles who are serious about finding a match.

We are a well-funded, privately-held company, backed by a seasoned group of entrepreneurs and advisors. We are growing and have a number of internships and job openings at our Indian subsidiary, FreeElective Network Pvt. Ltd., based in Chennai.

About this job:

We are looking for a smart, enthusiastic, and organized individual to help with user support and issues relating to our sites' terms of service. The ideal candidate will be someone experienced in online customer support and have a writing style (English) that is crisp, clear, and professional. The work would be at FreeElective Network's office in the heart of Chennai, a few miles from the IIT-Madras campus. The position represents a terrific opportunity to work in a fast-paced entrepreneurial environment, especially for someone who is interested in a career in support operations. If you think your particular skills and experience would add to our team, we would love to hear from you.

Responsibilities:

Work with management to recruit, train, and lead user support agents in the delivery of high-quality service and support to our users
Devise metrics for the delivery of efficient user support and monitor the user support team's performance
Oversee the user support team's performance and ensure quick response to customer enquiries and complaints
Recommend processes, templates, and standards (including escalation procedures) for user support
Communicate openly, thoroughly, and in a timely manner with the user support team
Analyze the various touch points with a customer and increase interaction through automated systems for generating additional revenue
Record customer feedback appropriately and provide input to the engineering and marketing teams
Analyze the user support work flow, provide input to improve internal processes and reduce tickets overall, and work with the engineering team to integrate automated help methods into the user experience
Work with the online marketing specialist to implement a progressive database marketing strategy.
Assist management team in transforming business visions into reality

Qualifications:

Requirements:

Genuine interest in helping our users as they go about what may be a life-changing experience
Possess a balance of disciplined strategic thinking, creative passion, and a willingness to be hands-on
Ability to adapt and handle operational needs as necessary
Excellent reading comprehension and written communication skills (English)
Strong verbal communication and people management skills
Strong typing skills
3+ years experience in online customer support
Ability to excel in a metrics-driven environment

Preferences:

Bachelor's degree in communications, English, or related field
Experience with consumer-facing, interactive web sites, especially online matchmaking and social networking/community sites

Desired soft skills:

Team player with strong analytical and project management skills
Organized and detail-oriented individual who works well with deadlines
Willingness to learn, switch roles as necessary, and to roll up one's sleeves to get a job done
Self-starter with the ability to work independently in a fast-changing environment
Energized by the opportunities and challenges of working at a small and growing company

How to apply:

Want to work with us? To apply for this position:

Submit your application online
E-mail a detailed CV/resume to careers@FreeElective.com, with the subject “Support Operations Manager”
Instead of a cover letter to accompany your resume, include your crisp, thoughtful answers (less than 250 words each) to the following questions:

What are your key skills? What are you really good at professionally?
What do you think of the online matchmaking industry?
Why do you want to work with us?
What are your salary requirements and career growth expectations?
Why should we hire you?

(You will be directed to an external site, where you may securely submit your application.)

Some advice, as you prepare your application:

Be true to yourself. (Ask yourself about this job, “Is this what I really want to do professionally?”)
Say it in your own words. (Your responses will be more compelling if they came from the heart.)

FreeElective is an equal-opportunity employer. We provide opportunities to all employees and applicants for 
employment without regard to religion, ethnicity, race, gender, age, sexual orientation, national origin, or 
disability. FreeElective complies with applicable laws governing non-discrimination in every location in which 
the company has facilities. For more, please visit www.FreeElective.com.

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