Assistant Manager - Product Support

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.