Qapita – Lead – Customer Success Operations – Workflow Management

Location: Pune

Department: Customer Success Operations

Join Qapita, a leading equity management platform transforming ownership for startups and enterprises worldwide.

If you are passionate about enhancing customer experiences, optimizing workflows, and driving customer satisfaction, we want to hear from you!

About The Role

• As a Lead, Customer Success Operations, you will be responsible for managing helpdesk and CR desk teams, streamlining workflows, leveraging analytics for insights, and enhancing overall customer satisfaction.
• This role requires a strategic thinker with strong leadership skills and hands-on experience in customer success operations.

Key Responsibilities

• Lead and manage helpdesk and CR desk teams to ensure seamless customer support and satisfaction.
• Optimize workflows and processes to improve operational efficiency and customer experience.
• Utilize reporting and analytics tools (e.g , Zendesk, Freshdesk) to derive insights and enhance performance.

Drive CSAT improvements by identifying pain points and implementing effective solutions.

Plan and execute customer engagement initiatives such as demos, webinars, and training sessions.

Collaborate cross-functionally with internal teams to enhance customer success strategies.

What We’re Looking For

4+ years of experience in customer success or helpdesk operations, with 2+ years in a leadership role.

Strong leadership and team management skills with a proven track record of driving results.

Hands-on experience with customer support tools like Zendesk, Freshdesk, or similar platforms.

Analytical mindset with expertise in reporting, data analysis, and insights-driven decision-making.

Customer-first approach with a strong ability to drive CSAT and operational efficiency.

Excellent communication and stakeholder management skills.

Why Join Us?

Be part of a dynamic and innovative team at Qapita, serving over 2,000 clients across Asia, ANZ, and the US.

Work on cutting-edge solutions managing $80B+ in equity value.

Opportunity to shape and enhance the customer success function in a fast-growing company.

A collaborative and growth-oriented work environment.

If you’re ready to make a meaningful impact in the world of equity management, apply now and join us in reshaping the future of ownership!

(ref:iimjobs.com)