Assistant Manager – Product Support Full Time

Way of Working– Employees will come to the office thrice a week at their base location and work remotely for the remaining days.

About the Role:

The Assistant Manager – Product Support will lead and manage a team of 8+ Executives/agents who handle L1 triaging and issue resolution for Instamart-related brands. This role goes beyond day-to-day supervision – the AM is expected to act as the Voice of Brands within the organization, championing brand experience, driving operational excellence, and ensuring the team delivers against SLAs with consistency and rigor.

The ideal candidate combines strong people management skills with a data-driven mindset, the ability to work cross-functionally across catalog, warehouse, tech, and supply teams, and a genuine commitment to continuous improvement. This is a high-accountability role operating in a fast-paced, 24/7 support environment.

Key Responsibilities:

1. Team management & Performance

• Lead, mentor, and manage a team of 7–8 Executives handling brand support through emails & calls across shifts, fostering a culture of accountability, ownership, and high performance.
• Conduct regular 1:1s, team reviews, and performance conversations to keep the team engaged, aligned, and consistently delivering on KPIs including ticket resolution rates, first response times, CSAT scores, and escalation rates.
• Own team-level SLA/TAT performance and drive consistent achievement of resolution metrics; identify performance gaps early and put structured improvement plans in place.
• Monitor attendance, shift coverage, and team availability to ensure uninterrupted 24/7 support operations.
• Handle team-level escalations, conflict resolution, and day-to-day people challenges proactively.
• Support onboarding and ramp-up of new team members, ensuring adherence to SOPs from Day 1.
• Recognize and reward high performers while continuously raising the performance bar across the team.

2. Voice of Brands

• Act as the single owner for all the issues/ tickets raised by the brands.
• Pitch in, escalate, remove internal blockers to solve for brands concerns within the TAT.
• Act as the primary advocate for brands within the organization – translating brand concerns and patterns into actionable internal feedback.
• Regularly synthesize brand feedback from tickets, calls, and interactions to surface systemic issues affecting brand experience.
• Build trusted relationships with key brands by ensuring their issues are heard, prioritized, and resolved with transparency.
• Present brand experience insights to internal stakeholders and leadership on a regular cadence.

3. Stakeholder Management & Cross-functional Collaboration

• Serve as the primary point of escalation for complex, unresolved, or high-priority brand issues requiring cross-team coordination.
• Collaborate actively with Catalog, Supply Chain, Warehouse, and Tech teams to drive faster and more effective issue resolution.
• Build and maintain strong working relationships with internal stakeholders to reduce inter-team friction and improve resolution timelines.
• Represent the Brand Support team in cross-functional reviews, operational syncs, and escalation bridges.

4. Data, Reporting & Operational Rigor

• Own the team’s reporting cadence – daily, weekly, and monthly – covering ticket volumes, SLA performance, escalation trends, and resolution quality.
• Use data to identify patterns, recurring issue categories, and process gaps that need to be addressed.
• Build and maintain dashboards, trackers, and operational reports to enable real-time visibility for leadership.
• Drive a data-first culture within the team — ensuring decisions are backed by evidence, not assumptions.

5. Process Improvement & Quality

• Continuously review and improve SOPs, playbooks, and workflows to keep pace with business changes and brand needs.
• Identify root causes of recurring brand issues and drive permanent fixes through process or system changes.
• Conduct regular quality audits on ticket handling, call interactions, and brand communications to maintain standards.
• Champion operational best practices and ensure the team consistently delivers a high-quality brand experience.

Key Skills & Requirements

• People Management: Demonstrated ability to lead, develop, and manage a frontline operations team effectively.
• Performance Management: Experience setting KPIs, reviewing performance, and driving accountability in a support/operations environment.
• Stakeholder Management: Ability to work across functions, manage competing priorities, and influence without authority.
• Data & Reporting: Strong proficiency in SQL, Excel / Google Sheets; comfortable with building and maintaining operational reports and dashboards.
• Communication: Excellent written and verbal communication — able to engage confidently with brands, internal teams, and leadership.
• Problem-Solving: Structured thinker who can break down complex issues, identify root causes, and drive resolution.
• Operational Rigor: High attention to detail, process discipline, and the ability to instill rigour within the team.
• Customer/Brand Centricity: Genuine empathy for brand partners and a strong commitment to delivering a high-quality support experience.
• Adaptability: Comfortable operating in a fast-paced, ambiguous, 24/7 environment with shifting priorities.
• Hybrid: 3 days working from the office (Bangalore).

Preferred Qualifications:

• Bachelor’s degree in any discipline.
• 5-6 years of total work experience, with at least 1–2 years in a team lead or supervisory role within support, operations, or brand management.
• Prior experience in a quick commerce, e-commerce, or marketplace environment is a strong plus.
• Hands-on experience with ticketing tools such as Freshdesk or similar platforms.
• Exposure to support operations, vendor management, or seller support functions will be advantageous.

What Success Looks Like:

• Team SLA/TAT adherence consistently above defined targets across all shifts.
• Measurable improvement in brand CSAT scores and reduction in repeat issue rates over time.
• A high-performing, motivated team with low attrition and clear growth trajectories.
• Brand feedback loops are active, structured, and resulting in tangible internal changes.
• Operational reporting is timely, accurate, and driving actionable decisions.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regards to race, color, religion, sex, disability status, or any other characteristic protected by the law.