Job Description

Location: Surat, Gujarat (Onsite)

Job Type: Full-Time

Experience: 3-6 years

Salary: CTC ?7.5 LPA - ?17 LPA (based on experience & skills)

Apply here : https://forms.clickup.com/5745749/f/5fb2n-292516/B8S81L63MDCBOVZC4C

About GEMGEM [Jewel Pro Tech Private Limited]

GEMGEM is a next-generation luxury C2C marketplace redefining how people buy and sell authentic pre-owned fine jewellery online. Backed by decades of jewellery industry expertise, we combine deep domain knowledge with modern technology to build a global platform focused on trust, transparency, and execution excellence.

Role Overview

We are seeking an execution-focused Operations Manager - Customer Support & Fulfilment to take complete ownership of day-to-day marketplace operations. This role sits at the intersection of Customer Support, Shipping & Logistics, and Cross-functional Operations.

This is a hands-on ownership role, not a supervisory or back-office position. You will be directly responsible for ensuring seamless customer experiences, smooth fulfilment flows, and disciplined operational execution across the platform.

Key Responsibilities

1. Customer Support Operations

Own end-to-end customer support operations with a focus on speed, accuracy, and empathy. Monitor customer support queues daily and ensure timely responses, including weekend coverage when required. Review and supervise CS team outputs for quality, turnaround time, and resolution effectiveness. Create, maintain, and improve customer support SOPs, response templates, and escalation workflows. Act as the final escalation point for complex issues related to orders, shipping, authentication, or delays.

2. Shipping & Fulfilment Operations

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

3. Operational Execution & Task Ownership

Own and close all operations and customer-support-related tasks in ClickUp with strict follow-through. Coordinate closely with Customer Support, Product, QA, and Logistics teams to ensure smooth handoffs. Identify risks early, escalate issues proactively, and prevent customer-impacting failures. Maintain strong daily execution discipline--no task remains pending without clear ownership.

4. Process Ownership & Continuous Improvement

Identify gaps in customer support and fulfilment workflows and lead continuous 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 Operations, Customer Support Operations, Fulfilment, or Logistics (eCommerce or marketplace experience preferred). Strong hands-on experience managing customer support operations, including escalations, SLAs, and order-related issues. Practical exposure to shipping coordination, fulfilment workflows, and high-value order handling. Proven ability to independently own tasks end-to-end in fast-paced environments. Experience with workflow and documentation tools such as ClickUp, Jira, Zoho Vault, or similar platforms. Clear communication and strong cross-functional coordination skills. Fluency in English; Gujarati or Hindi is a plus. Must be based in Surat and available for full-time, on-site work.

What We Offer

Competitive compensation: CTC ?7.5 LPA - ?17 LPA, based on experience and skill set Direct ownership and impact in a fast-scaling international luxury marketplace Transparent, high-trust startup culture with strong accountability Exposure to global operations and continuous learning opportunities
Job Types: Full-time, Permanent

Pay: ?50,000.00 - ?1,700,000.00 per month

Experience:

Business Operations: 6 years (Required)
Location:

Adajan, Surat, Gujarat (Required)
Work Location: In person