Job Description

Location:

Ghatkopar West, Mumbai

(5 Days WFO, 1 Day WFH)

Salary:

?25,000 - ?30,000 per month

Schedule:

6 days a week (Monday-Sunday, with 1 rotational weekly off)

Shift Timings:

Any 9-hour shift between 8 AM - 9 PM IST

About the Role:

We are seeking a proactive and detail-oriented

Customer Support Team Leader

to join our fast-paced operations team in

Ghatkopar West

. This role is ideal for someone with a background in customer support and quality assurance who is ready to lead by example, manage daily operations, and ensure exceptional service delivery across chat, email, and voice channels.

Key Responsibilities:

Lead and monitor day-to-day support operations across multiple D2C client accounts. Step in to handle customer queries via chat, email, or voice when agents are unavailable. Ensure high support quality across both voice and non-voice channels. Maintain up-to-date documentation and internal knowledge bases for each client. Support onboarding and training of new team members on tools, processes, and support etiquette. Conduct quality audits and provide constructive feedback to improve performance. Collaborate with cross-functional teams to ensure smooth execution of client deliverables. Use AI and automation tools to enhance support efficiency and response quality. Adapt to rotational shifts and client-specific schedules, if required.

What We're Looking For:

At least 2 years of experience in customer support, quality analysis, or operations. Experience handling D2C customers is a strong advantage. Familiarity with platforms like Shopify, Confluence, or WhatsApp API is a plus. Strong leadership and people management skills. Excellent verbal and written communication skills. Comfort with multitasking and handling diverse client requirements.

Must be Mumbai-based and available to work from our Ghatkopar West office.

Personal laptop and stable internet connection required.

Why Work With Us?

Be a core part of a growing customer support and operations team. Get hands-on experience working with leading D2C brands in lifestyle, wellness, and beauty sectors. Fast-paced, learning-driven environment with opportunities for career growth. Work with innovative tools and forward-thinking teams focused on enhancing customer experience.

Ready to lead and grow with us? Apply now and become part of a team that values quality, collaboration, and customer success.

Job Types: Full-time, Permanent

Pay: ?25,000.00 - ?30,000.00 per month

Benefits:

Paid sick time Paid time off
Schedule:

Day shift Rotational shift Weekend availability
Ability to commute/relocate:

Ghatkopar West, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):

Which support tools or CRMs have you used in previous roles? Briefly describe your experience leading or mentoring a customer support team. What was your biggest challenge and how did you overcome it? Have you ever worked on multiple client accounts simultaneously? How did you manage your time and priorities? Do you have a personal laptop and a stable internet connection at home?
Experience:

Customer support: 1 year (Preferred)
Language:

English (Preferred) Hindi (Preferred)
Work Location: In person