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
  • Ability to balance customer satisfaction, sales conversions, and team KPIs.

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