{"id":3064446,"url":"https://alion.io/job/lokal-associate-manager-operations-cs","title":"Associate Manager - Operations (CS)","company":{"id":16082,"name":"Lokal","domain":"lokalapps.com","url":"https://alion.io/company/lokalapps","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":true,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":85,"open_postings":10,"ghost_share":0,"stale_share":0.6,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Management","role_family":"Management","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8000,"max_usd":18000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":15},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-10-22T07:28:41Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-26T15:36:52Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About Lokal :\nIn 2018, we began with a WhatsApp group with a simple hypothesis: people in tier-2/3 towns weren’t really using the internet meaningfully yet. We believed that if we started with local content in their own language, they’d come back every day; once there was a habit and trust, that same space could naturally grow into classifieds and, eventually, something they used for almost everything online.\nThis spark became Lokal. Our first instinct was to put everything in one place & one app - local updates, classifieds, jobs, matrimony and more. It worked, till it stopped working. Users gave us the insight - when one use case outweighs the others, everything else seems like noise. We listened. Like how Craigslist quietly seeded a generation of focused companies & marketplaces, we began unbundling and verticalising.\nToday, Lokal is a house of focused apps, many products, one mission:\nto connect Tier-2/3+ India to the Knowledge, opportunities, tools and experts they’ve always deserved.\nWe now operate dozens of live apps across categories like:\nEdutainment & Skill Learning - practical skills and learning in regional languages (GyanTV)\nMatrimonial Matchmaking - hyperlocal, compatibility-first partner search (Lokal Matrimony)\nAgri Consulting - farmer-first advisory in local languages (AgriLokal)\nLocal Jobs - blue- and grey-collar opportunities close to home (Lokal Jobs, Sahi Jobs)\nSocial & Community - Place to find & post social updates (Lokal app)\nEmotional Well-being & Peer Support - safe spaces to talk and feel heard (Dostt & Eaze)\nAstrology & Guidance - instant access to trusted Astrologers via chat and voice (AstroLokal)\nAdvisory Services - early bets in legal help, financial guidance, career counselling, and more\nUnder the hood, Lokal is a discovery and access platform: local-language internet + deep Bharat insight+ AI. When someone opens a product we’ve built, they don’t wade through clutter; they get a straight line to what they came for.\nThis is the story new teammates walk into:\na company that started as a whatsapp group, became a family of focused apps, and kept one belief at the centre- access changes lives.\nWe ship fast. We learn fast. We build for Bharat.\nWe are backed by leading global and domestic investors including Y Combinator, Sony, Global Brain, India Quotient, and 3one4 Capital.\nRole Overview :\nWe are looking for a strong Associate Manager - CS Ops to manage high-volume ticket resolution across chat, calls and email for AstroLokal. The role requires strong execution rigor, people management skills, and hands-on experience with ticketing tools.\nKey Responsibilities :\nLead a team handling 1,000+ user tickets per day across chat, call and email channels.\nEnsure SLA adherence by monitoring real-time queue health across channels and proactively reallocating bandwidth.\nPlan and publish weekly/monthly rosters, including weekend coverage, backups, and leave management, with channel-wise staffing (chat, calls, email).\nConduct daily standups and shift handovers to ensure smooth cross-shift operations.\nTrack and improve agent-level performance: productivity, SLA, accuracy, and quality benchmarks.\nMaintain clean documentation for audits, incident tracking, escalations, and compliance controls.\nDrive continuous process improvements to enhance user experience and operational efficiency.\nRequirements\n3-5 years of experience in Operations / Customer Support.\nPrior experience managing high-volume ticketing environments (1000+ tickets/day preferred).\nStrong team handling experience (10-25 member teams preferred).\nHands-on experience with ticketing tools such as Zoho or similar CRM platforms.\nStrong understanding of SLA management, queue metrics, and performance dashboards.\nExperience in roster planning and shift-based team management.\nData-driven mindset with strong Excel/Google Sheets skills.\nAbility to thrive in fast-paced, high-growth startup environments.\nExperience in Customer Support Op’s / Marketplace Ops is a plus.\nWhat We’re Looking For :\nStrong ownership mindset\nHigh execution bias\nStructured thinker with operational discipline\nComfortable working with scale and ambiguity","description_format":"text","description_chars":4163,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Media","Job Boards & Aggregators","Consumer Internet Groups"],"lifecycle":[{"event":"open","at":"2026-10-22T07:28:41Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":3,"expected_fill_days":26,"reasons":["conf:3","stale_co","win:early","comp:junior"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/lokal-associate-manager-operations-cs","json_url":"https://alion.io/job/lokal-associate-manager-operations-cs.json","meta":{"generated_at":"2026-10-26T19:28:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26170,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":16082},"rest":"https://alion.io/mcp/rest/get_company?id=16082"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flokal-associate-manager-operations-cs"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flokal-associate-manager-operations-cs"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flokal-associate-manager-operations-cs"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/lokal-associate-manager-operations-cs\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flokal-associate-manager-operations-cs"}]}