Customer Support Team Lead

1 day ago

Gurugram, India Divine Hindu Full time

Company:
Divine Hindu Lifestyle Pvt Ltd

Location:
Sector 27, Gurugram (near Sikanderpur Metro)

Working Days:
Monday – Saturday

Timings:
9:00 AM – 6:30 PM (Work from Office)

About Divine Hindu

Divine Hindu is India's fastest-growing spiritual lifestyle brand, offering authentic Rudraksha, Karungali, gemstones, and puja essentials. We serve lakhs of customers across India with a commitment to trust, quality, and seamless service.

Role Overview

We are looking for a
Customer Support Team Lead
who can manage a small team and ensure exceptional customer experience while maintaining service accuracy. The ideal candidate will have hands-on experience with
Shopify + Unicommerce (Uniware)
, along with strong skills in
support team management, COD/RTO reduction, and SLA adherence
.

Key Responsibilities

  • Team Leadership:
    Lead, train, and monitor the
    customer support team (calls, WhatsApp, email, social)
    ensuring SLAs are met.
  • Customer Support:
    Oversee resolution of customer queries, escalations, and complaints with empathy and efficiency.
  • Sales Coordination:
    Drive
    COD order confirmations, NDR handling, and upsell/retention efforts
    to maximize conversions.
  • Manage order flow in
    Shopify + Unicommerce
    (processing, inventory sync, courier allocation, refunds/returns).
  • Coordinate with warehouse for picklists, dispatches, and courier handovers.
  • RTO & COD Management:
    Track RTO trends, confirm COD orders, and implement strategies to reduce returns.
  • Reporting & Analysis:
    Prepare
    daily MIS/DSR
    (orders, shipped, delivered, RTO %, courier TAT, team performance).
  • Process Improvement:
    Implement SOPs, automation, and best practices to improve
    TAT and customer satisfaction
    .
  • Collaborate with marketing, ops, and tech teams for
    cross-functional improvements
    .

Requirements

  • 3–6 years of experience
    in
    customer support / customer experience leadership (preferably D2C brands)
    .
  • Proven experience in
    Shopify + Unicommerce/Uniware
    (must-have).
  • Prior experience in
    leading a support/sales team
    .
  • Familiar with
    courier dashboards
    (ClickPost, Shiprocket, Delhivery, Bluedart, Gokwik).
  • Strong knowledge of
    Excel/Google Sheets (VLOOKUP, Pivot, MIS reporting)
    .
  • Excellent communication skills in English + Hindi (South Indian languages a plus).
  • Ability to balance
    customer satisfaction, sales conversions, and team KPIs
    .

What We Offer

  • Competitive CTC:
    ₹5.5 – 8.5 LPA
    (depending on experience).
  • Opportunity to
    lead a team
    in one of India's fastest-growing D2C brands.
  • High learning curve in
    customer experience, order management, and retention strategies
    .
  • Work closely with founders and core leadership.

  • Customer Support Team Lead

    1 day ago

    Gurugram, India Divine Hindu Full time

    Company: Divine Hindu Lifestyle Pvt Ltd Location: Sector 27, Gurugram (near Sikanderpur Metro) Working Days: Monday – Saturday Timings: 9:00 AM – 6:30 PM (Work from Office) About Divine Hindu Divine Hindu is India's fastest-growing spiritual lifestyle brand, offering authentic Rudraksha, Karungali, gemstones, and puja essentials. We serve lakhs of...

  • Customer Support Team lead

    1 day ago

    Gurugram, India Divine Hindu Full time

    Company: Divine Hindu Lifestyle Pvt Ltd Location: Sector 27, Gurugram (near Sikanderpur Metro) Working Days: Monday – Saturday Timings: 9:00 AM – 6:30 PM (Work from Office) About Divine Hindu Divine Hindu is India's fastest-growing spiritual lifestyle brand, offering authentic Rudraksha, Karungali, gemstones, and puja essentials. We serve lakhs of...

  • Customer Support Team lead

    1 day ago

    Gurugram, India Divine Hindu Full time

    Location: Sector 27, Gurugram (near Sikanderpur Metro) Working Days: Monday – Saturday Timings: 9:00 AM – 6:30 PM (Work from Office) About Divine HinduDivine Hindu is India's fastest-growing spiritual lifestyle brand, offering authentic Rudraksha, Karungali, gemstones, and puja essentials. We serve lakhs of customers across India with a commitment to...

  • Support Team Lead

    1 day ago

    Gurugram, India One Impression Full time

    About One Impression One Impression is the #1 creator marketplace connecting brands with authentic influencers and content creators. We're building the future of how brands and creators collaborate, with speed, transparency, and efficiency at the core. As we scale, support is a mission-critical function. We are looking for aSupport Operations Leadto run and...

  • Customer Support Team Lead

    2 weeks ago

    Delhi, Gurugram, NCR, India Cityfurnish Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    We are looking out for a Customer Support Team Leader to play a vital role in driving customer satisfaction, guiding support operations, and aligning team performance with organizational goals. This position ensures efficient handling of customer inquiries, fosters team growth, and bridges communication across departments.Youll monitor performance, resolve...

  • Customer Support Executive

    1 day ago

    Gurugram, India TRDFIN Support Services Pvt Ltd Full time

    Job Summary: We are seeking a dedicated and customer-focused Customer Support Executive (Voice) to join our team. The role involves handling inbound and outbound calls, addressing customer queries, providing accurate information, and ensuring a positive customer experience. The ideal candidate should have excellent communication skills, a problem-solving...

  • Customer Support Team Lead

    1 day ago

    Gurugram, India Hike Education Full time

    ● Ensuring profitable revenue. ● Reviewing performance and taking appropriate action for redressal where needed. ● Monitoring the work of the sales and support team by using daily reports. ● Keeping an eye on the new developments and trends in line with the company's vision document and priority. ● Handling escalations of enrolled students,...

  • Team Lead

    1 day ago

    Gurugram, India Zyla Health Full time

    We are seeking a proactive and experiencedCustomer Success & Operations - Team Leaderto guide, mentor, and support our customer success team. The ideal candidate will be responsible for driving customer satisfaction, improving team performance, and ensuring the team follows best-in-class support practices. You'll play a pivotal role in creating SOPs,...

  • Customer Support Associate

    1 day ago

    Gurugram, India Startek (Aegis Customer Support Services Pvt. Ltd.) Full time

    Service Partner will handle all voice calls from Zomato Delivery Partner , the required languages are Hindi and EnglishAll agents shall fluently speak, write and comprehend in English, and Hindi Role & responsibilities Preferred candidate profile

  • Team Lead- Customer Support and Financial Operations

    1 day ago

    Gurugram, India Asort Full time

    Job Title: Team Leader - Financial Operations Department: Operations Reports To: AGM - Operations Location: Gurgaon Employment Type: Full-Time Job Summary: The Financial Operations Team Leader is responsible for Individual Task assigned and high-quality service delivery. This role involves managing daily operations, resolving escalated issues and...