Customer Support Manager

About the Role

We’re looking for a hands-on, process-driven individual to own support operations for both

our partners (astrologers) and users on the Astrotalk platform. You’ll ensure timely, high-

quality resolution of queries and complaints, build scalable support processes, and act as

the bridge between the ground and internal teams. This is a critical role that directly impacts

partner satisfaction and user trust.

What You’ll Do

• Own end-to-end support operations for partners and users — across chat, call, and

ticket-based channels

• Build and maintain SOPs, escalation frameworks, and response playbooks for

common and edge-case scenarios

• Monitor support metrics — response times, resolution rates, CSAT, escalation rates

— and drive continuous improvement

• Identify recurring issues and work with product, ops, and partner teams to address

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