Customer Support Team Lead

3 weeks 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.

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