Job Description

Location: Surat (Gujarat), India
Job Type: Full-Time, Onsite
Experience Level: 3 to 6 years
Salary range: CTC ?7.5 LPA - ?17 LPA (Based on experience and skills)
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About Us:
GEMGEM is a next-generation luxury C2C marketplace, pioneering the way people buy and sell authentic pre-owned fine jewellery online. Backed by decades of industry experience, we're combining deep domain expertise with cutting-edge tech to build a global platform with trust and transparency at its core.
Role Overview
We are looking for a highly execution-driven Operations Manager - Customer Support & Fulfilment to take full ownership of day-to-day marketplace operations. This role sits at the intersection of international operations experience, Customer Support, Shipping & Logistics, and Cross-functional Operations.
You will be responsible for ensuring customers receive fast, clear, and reliable support while also managing the operational backbone--shipping, authentication flows, escalations, and task execution. This is a hands-on role with direct ownership, not a supervisory or back-office admin position.
Key Responsibilities
1. Customer Support Operations

• Own end-to-end customer support operations, ensuring timely, accurate, and empathetic responses.
• Monitor CS queues daily and ensure prompt responses, including weekend coverage when required.
• Supervise CS team outputs for quality, turnaround time, and resolution effectiveness.
• Create, implement, and maintain CS SOPs, response templates, and escalation workflows.
• Act as the final escalation point for complex customer issues related to orders, shipping, authentication, or delays.

2. Shipping & Fulfillment Operations

• Coordinate domestic and international shipments using partners such as FedEx, ParcelPro, DHL, etc.
• Manage logistics timelines covering pickup, authentication, transit, and final delivery.
• Secure and manage competitive logistics and insurance rates for high-value items.
• Track shipments daily and proactively resolve delays, exceptions, or risks.
• Ensure safe handling and visibility of high-value inventory throughout the fulfillment lifecycle.

3. Operational Execution & Task Ownership

• Own and close all operations and customer-support-related ClickUp tasks with strict follow-through.
• Coordinate across Customer Support, Product, QA, and Logistics teams to ensure smooth handoffs.
• Proactively identify risks, escalate issues early, and prevent customer-impacting failures.
• Maintain daily execution discipline--nothing remains pending without ownership.

4. Process Ownership & Continuous Improvement

• Identify gaps in customer support and fulfillment workflows and lead improvements.
• Design, document, and implement process enhancements to improve speed, clarity, and customer satisfaction.
• Maintain operational documentation, trackers, and performance reports.
• Handle vendor portals, operational tools, and basic account management (e.g., ParcelPro systems).

Requirements: Experience & Skills

• 3-6 years of experience in International Operations, Customer Support Operations, Fulfilment, or Logistics (eCommerce or marketplace preferred).
• Strong hands-on experience managing Customer Support, including escalations, SLAs, and order-related issues.
• Practical exposure to shipping, fulfilment coordination, and high-value order handling.
• Proven ability to own tasks end-to-end and execute independently in fast-paced environments.
• Experience using ClickUp, Jira, Zoho Vault, or similar workflow/documentation tools.
• Clear and effective communication and coordination skills.
• Fluent in English; Gujarati or Hindi is a plus.
• Based in Surat and available for full-time, on-site work.

What We Offer:

• Competitive salary based on experience, CTC ?7.5 LPA - ?17 LPA
• Direct impact on a fast-scaling international marketplace
• Transparent, no-nonsense startup culture with high expectations and high trust
• Learning opportunities and exposure to global operations

Skills Required