Process Designer - Assistant Manager

We are Licious, a Bengaluru-based meat and seafood company founded in 2015 by Abhay Hanjura and Vivek Gupta our founders, foodies, and friends. Today, we are proud to be India’s most successful D2C food-tech brand, operating across 20 cities and delighting over 32 lakh customers with our de-licious fresh meat and seafood!

Think you have what it takes to be the magic ingredient in the recipe that is Licious? Read on

What Makes This Role Meaty...

Own and improve support SOPs, workflows, and operating processes across CHC support.
Identify inefficiencies, bottlenecks, and recurring issues in support operations, and drive corrective actions.
Standardise customer handling processes to improve consistency, speed, and resolution quality.
Partner with frontline teams to redesign support journeys, escalation flows, and handoffs.
Drive process excellence initiatives focused on productivity, TAT, quality, and customer satisfaction.
Work with QA and Training teams to ensure new processes are embedded effectively.
Track support performance metrics and use data to recommend improvements.
Support rollout of tools, automations, macros, and system enhancements for better agent efficiency.
Build governance mechanisms to ensure process adherence and continuous improvement.

We hope that your have...

Experience in supporting operations, process excellence, quality, BPO operations, or program management backgrounds.
Experience in customer support environments with strong process orientation.
3–6 years of relevant experience.