Assistant Manager - Product Support
Swiggy · Bengaluru
Job description
About the role
The Assistant Manager – Product Support leads a team of 8+ executives handling L1 triaging and issue resolution for Instamart‑related brands. Operating in a fast‑paced 24/7 environment, the role acts as the Voice of Brands, championing brand experience and ensuring consistent SLA performance.
Key responsibilities
- Lead, mentor and manage a team of 7‑8 executives across shifts, conducting regular 1:1s, performance reviews and KPI tracking.
- Own team‑level SLA/TAT performance, monitor attendance, shift coverage and ensure uninterrupted support.
- Act as the single owner for brand‑related tickets, escalating and removing internal blockers to meet TAT.
- Translate brand concerns into actionable feedback and present insights to internal stakeholders.
- Serve as primary escalation point for complex brand issues, coordinating with Catalog, Supply Chain, Warehouse and Tech teams.
Required profile
- Strong people‑management skills with a data‑driven mindset.
- Ability to work cross‑functionally and drive continuous improvement.
- High accountability and comfort in a 24/7 support environment.
- Excellent communication and stakeholder‑management capabilities.
Required skills
What we offer
- Hybrid work model – three days onsite, two days remote.
- Opportunity to shape brand experience across multiple stakeholders.
- Leadership role with clear performance metrics and growth potential.
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Published 1 hour ago
Expires 1 month from now
1 views · 0 applications
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Swiggy
Bengaluru