Customer Operations Manager

About Wooqer

Wooqer is an Operations SuperApp where Business Users can find, discover, and create

Work apps that help them get their job done. By enabling users to act fast and make data-driven

decisions every day, Wooqer is emerging as the go-to business platform for industry leaders

looking to digitise their business processes.

The Role: Mission & Scope

As part of Customer Operations, you will be responsible for putting systems and processes in place

that will help our ongoing customer scale-up program.

Your Mission: Deliver operational excellence across onboarding, support, training, and internal

handovers, and servicingbacked by data intelligence and automation across all customer

lifecycle operations.

You will act as a pivot working with multiple teams across Sales, Customer Success, and Customer

Support, Marketing, and Data Intelligence to streamline existing and new upcoming projects.

You will oversee the functional areas of Customer Experience Ops, Support, and Customer

Insights, Automation, and Solutioning.

Key Responsibilities

You will be responsible for:

1. Customer Experience Operations & Servicing

Manage operations for onboarding, training, and certification to ensure users are

equipped to use the platform.

Oversee renewal and contract operations to ensure seamless continuity for clients.

Coordinate with Customer Success Managers (CSMs) to co-create customer stories,

case studies, and best practices.

2. Insights, Analytics & Growth

Create a "Single Source of Customer Truth" by combining data, automation, and

intelligence.

Derive customer intelligence out of different account segments (Customer health, Usage,

NPS) and chalk out action plans/strategies around them.

Utilise analytics for churn/growth prediction.

3. Support & Solutioning

Drive delightful and solution-intent interactions with users, embedding servicing into the

support DNA.

Oversee customer service requests and distribution to the team and design support

process automation to ensure timely SLAs.

Help customers and Solution Consultants (SCs) build the best possible solutions on

Wooqer.

Coordinate with the product and tech team to manage and own the product Help Centre.

4. Automation & Tooling

Manage workflow and system integrations across CRM, Support, and Product tools.

Manage the Wooqer marketplace in terms of adding new Workapps, new industry

verticals, etc..

Key Outputs & Deliverables

Success in this role will be measured by:

Customer Health Insights & VOC Reports: Clear visibility into account status.

Unified Data Dashboard: A centralized view of customer metrics.

Automated Workflows: Specifically regarding renewals and support processes.

Certification Metrics: Tracking user proficiency and enablement.

Support Delight: Reports on users who have had delightful support interactions.

You Must Have:

Passion to solve customer problems and pain points.

Genuine Achiever track record in past roles handled.

Growth History: Grown within an organisation (preferred).

Strategic Impact: Has been part of strategic projects that have brought a direct

impact on the organisation.

Analytical Ability: Deep-rooted analytical abilities to look for constant improvements in

the existing process set-up.

Growth Mindset to aid in our rapid expansion.

Collaboration: Ability to coordinate and work with multiple stakeholders.