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) Apply Here: https://forms.clickup.com/5745749/f/5fb2n-292516/B8S81L63MDCBOVZC4C 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, explicit, 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 quick-scaling international marketplace Transparent, no-nonsense startup culture with high expectations and high trust Learning opportunities and exposure to global operations

📌 Operations Manager - Marketplace Fulfillment (Surat)
🏢 GEMGEM
📍 Surat