Job Description

Customer Experience & Support Excellence
? Own and optimize customer interaction channels (calls, chats, emails) to deliver faster, empathetic,
and more consistent support.
? Identify bottlenecks in customer journeys and lead cross-functional initiatives to resolve them.
? Build robust order-to-contact processes, ensuring seamless handoffs across supply chain, product,
operations, and support.
2. Automation & AI-Driven Transformation
? Lead automation initiatives across support and operational functions to minimize manual effort and
reduce human dependency.
? Stay ahead of the curve on AI-driven tools and functionalities; identify and deploy cutting-edge
solutions that keep Supertails differentiated in customer experience.
Collaborate with product and technology teams to co-create scalable automation frameworks
integrated into core systems.
3. Process & Ecosystem Building
? Design and implement standard operating procedures across customer and supply chain
touchpoints.
? Develop scalable process ecosystems that enable sustainable growth while ensuring consistency in
service quality.
? Drive adoption of continuous improvement practices (Lean, Six Sigma, Kaizen) to achieve
operational excellence.
4. Insights & Strategy
? Use data and analytics to measure impact, track KPIs, and surface actionable insights for leadership.
? Partner with product, supply chain, and business teams to ensure process improvements align with
organizational goals.
? Anticipate future needs of the e-commerce ecosystem and proactively design solutions that
enhance agility and competitiveness
Requirements
3-7 years of experience in process excellence, customer experience, or operations roles in an
e-commerce, technology, or consumer-facing business.
? Strong understanding of e-commerce supply chain, order-to-contact workflows, and customer
support ecosystems.
? Proven ability to design and scale automation and experience with AI tools and digital
transformation projects.
? Strategic thinker with hands-on execution capability; able to balance long-term vision with
immediate business needs.
? Analytical, data-driven, and adept at using insights to influence decisions.
? Excellent collaboration skills with proven success working with product and technology teams.
? Exposure to continuous improvement methodologies is a plus.

Skills Required