Job Description

- Customer Experience & Marketplace Specialist

Position: Customer Experience & Marketplace Specialist / Champion

Department: Founder's Office

Reports To: CEO

Location: Thane, Mumbai

Role Overview

The Customer Experience & Marketplace Specialist acts as the internal voice of the customer, ensuring all customer touchpoints -- including product quality, listings accuracy, delivery experience, returns, customer support, and overall marketplace hygiene -- meet the highest standards across all platforms.

Key Responsibilities1. Customer Reviews, Ratings & Feedback Management

Monitor customer reviews daily across Amazon, Flipkart, Myntra, Ajio, and Tata Cliq.

Identify root causes behind negative reviews and ratings.

Coordinate with Category, Brand, QC, and Operations teams to implement corrective actions.

Identify repeat issues such as sizing, packaging, defects, and description mismatches.

Curate positive review insights and share them with Marketing and Brand teams.

Build and maintain a monthly Voice of Customer (VOC) dashboard.

2. Seller Performance Metrics Across Marketplaces

Track and improve seller ratings and seller scores.

Ensure dispatch SLA adherence and reduction in cancellation rates.

Monitor return and RTO rates.

Track Order Defect Rate (ODR) and packaging defect scores.

Ensure timely buyer-seller messaging response.

Monitor product compliance flags across platforms.

Share weekly actionable insights with Operations, Sales, Catalog, Customer Service, and 3PL teams.

3. Customer Grievance Management

Track customer tickets and escalations across all marketplaces.

Coordinate with internal teams (Operations, QC, Brand, Catalog) for timely resolution.

Ensure SLA-based ticket closures.

Escalate recurring product or process issues to the Founder's Office.

Build and track Corrective and Preventive Action (CAPA) plans with relevant teams.

Prepare monthly grievance analysis reports and CX improvement plans.

4. Marketplace Growth Insights & Communications

Monitor marketplace updates, policy changes, and growth opportunities.

Identify eligibility for new marketplace programs (Amazon Prime, Premium, Try-Before-Buy, Myntra FBP, Ajio tools).

Track changes in return policies, fees, logistics rules, and seller tools.

Prepare and circulate a weekly Marketplace Alerts Report to Founder's Office, Sales, Operations, and Finance teams.

Ensure no business opportunity is missed due to lack of marketplace awareness.

5. Central Email & Communication Management

Monitor central customer and marketplace inboxes (care@, listings@, support@).

Classify and route emails to relevant departments (Sales, Operations, Finance, Tech, HR).

Track SLA-based closures and maintain an escalation matrix.

Prepare daily reports of open versus closed communications.

Design and implement auto-routing and automation rules in Phase 2.

Skills & CapabilitiesTechnical & Functional Skills

Strong understanding of Amazon, Flipkart, Myntra, and Ajio performance metrics.

Familiarity with marketplace dashboards and seller performance tools.

Basic to intermediate analytics skills (Excel, Google Sheets, data visualization).

Understanding of e-commerce operations.

Experience with VOC, NPS, or CSAT systems.

Ability to translate customer feedback into actionable insights.

Soft Skills

Customer-first mindset.

Strong communication and follow-up discipline.

Problem-solving mindset.

Cross-functional coordination skills.

High ownership and accountability.

Ability to work under pressure during high-volume or festive periods.

Experience

2-3 years of relevant experience in Customer Experience, Marketplace Operations, or E-commerce roles.

Job Type: Full-time

Pay: ₹25,000.00 - ₹60,000.00 per month

Application Question(s):

How many years of relevant experience do you have in Customer Experience / Marketplace Operations / E-commerce? Which marketplaces have you worked on directly? Have you handled customer reviews and ratings analysis on marketplaces? How comfortable are you working during high-volume / festive periods? Are you comfortable working from Thane, Mumbai? What is your current notice period? Why are you interested in a Customer Experience & Marketplace-focused role?
Education:

Master's (Preferred)
Work Location: In person