Related skills
documentation coaching zendesk leadership sla📋 Description
- Lead India-based Fellow Experience team handling overnight coverage
- Ensure SLAs, quality standards, and CSAT targets
- Collaborate across US, India, and Guatemala for 24/7 coverage
- Build and scale the India Pod, including onboarding and docs
- Own escalations and incident stabilization in a fast-paced AI environment
- Drive documentation discipline and change readiness to support velocity
🎯 Requirements
- 8+ years in high-volume customer support startup environments
- 4+ years managing frontline support agents (FTE and/or contractors)
- Experience managing follow-the-sun support agents for US-based company
- Experience in fast-scaling, rapidly changing product environments (AI or tech preferred)
- Calm and decisive in high-volume, high-pressure environments
- Demonstrated ownership of SLAs, CSAT, and QA performance; Zendesk or similar
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