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 quick-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