Technical Operations Specialist

TheraYog is a wellness company deeply committed to excellence in holistic health, combining traditional yoga, Ayurveda, and compassionate care. With online yoga classes, doctor consultations. TheraYog integrates ancient wisdom with modern convenience.

Key Responsibilities

1. Workflow & Process Management
• Design, implement, and refine operational workflows for digital service delivery, customer lifecycle management, and post-purchase processes.
• Identify bottlenecks and lead initiatives to optimize service fulfillment, reducing customer escalations.
• Collaborate with cross-functional teams (Sales, Service, Customer Support) to ensure end-to-end process clarity.

2. IT Systems Oversight
• Manage and maintain business-critical software: CRM, WhatsApp Business API, automation tools, payment gateways, and digital delivery systems.
• Coordinate with developers and vendors for system upgrades, plugin conflicts, and website troubleshooting.
• Support and maintain the company’s WordPress website and recommend technical enhancements for user experience.

3. Automation & CRM Optimization
• Implement and manage CRM automations for lead nurturing, customer follow-ups, and internal task management.
• Work with third-party tools like Zapier, Pabbly, Make, and WhatsApp cloud API for process automation.

4. Vendor and Tech Partner Coordination
• Oversee contracts and relationships with IT vendors, hosting providers, payment gateway partners, and software suppliers.
• Ensure timely issue resolution, SLA compliance, and service continuity.

5. Risk and Escalation Management
• Act as the escalation point for operational breakdowns (technical issues, data inconsistencies, payment failures, or customer service lapses).
• Define risk mitigation plans and business continuity protocols.

6. Team Collaboration & Leadership
• Train junior staff and ensure that operational and tech knowledge is shared.
• Monitor team performance and promote a culture of structured execution and proactive problem-solving.

Desired Skills & Experience
• 3–6 years of experience in IT support, CRM management, or operations management — preferably in the health-tech, SaaS, wellness, or service delivery industry.
• Strong knowledge of WordPress, CRM systems (Zoho, HubSpot, Freshdesk, or similar), and basic web troubleshooting.
• Familiarity with automation tools like Zapier, Pabbly, Make, or equivalent.
• Exposure to handling customer escalations and ensuring smooth digital product/service fulfillment.
• Strong vendor negotiation and relationship management skills.
• Analytical mindset with experience in data-driven decision-making.
• Excellent communication and cross-functional collaboration skills.

Compensation : 4-6 LPA