Customer Support Team lead

1 week ago

Gurgaon, Haryana, India Divine Hindu Full time ₹ 5,50,000 - ₹ 7,50,000 per year

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. The role involves overseeing high-volume daily operations (1,000–2,000 orders per day), requiring strong analytical, process-oriented, and leadership capabilities.

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.

Order Management: Manage order flow in Shopify + Unicommerce (processing, inventory sync, courier allocation, refunds/returns).

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) for 1,000–2,000 daily orders.

Process Improvement: Implement SOPs, automation, and best practices to improve TAT and customer satisfaction.

Collaboration: Work with warehouse, courier partners, 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 while handling large order volumes.

What We Offer

  • Competitive CTC: ₹5.5 – 7.5 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.
  • Exposure to high-volume operations (1,000–2,000 daily orders).
  • Work closely with founders and core leadership.

If interested kindly share your resume

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