Location: Surat (Gujarat), India

Job Type: Full-Time, Onsite

Experience Level: 3-6

About Us

GEMGEM is a C2C luxury jewellery marketplace built for the U.S. market. We connect buyers and sellers of high-value natural diamond jewellery through a platform focused on trust, authenticity, and secure transactions.

Role Overview:
The Operations & Customer Support Coordinator will manage GEMGEM’s daily marketplace operations and provide high-quality support to buyers and sellers. This role ensures smooth order fulfillment, coordination with refurbishment/IGI partners, and efficient handling of customer inquiries, all from our India office.

Key Responsibilities:
Operations:
- Manage logistics for pre-owned jewelry, including pickup, shipping, and handovers with IGI and refurbishment/resizing partners.
- Track all orders, ensuring timely processing, verification, and fulfillment.
- Maintain accurate operational records, including shipment logs and status updates.
- Assist in implementing process improvements to optimize efficiency.




- Collaborate with GEMGEM teams in the US and HK to ensure workflow alignment.

Customer Support:
- Serve as the primary point of contact for GEMGEM buyers and sellers on-site.
- Assist with KYC verification, payment follow-ups, and platform guidance.
- Resolve inquiries, disputes, or transaction issues professionally and efficiently.
- Maintain a clear record of customer interactions in GEMGEM’s systems (ClickUp or internal tools).
- Report recurring issues and improvement suggestions to the CEO.

Requirements:
- Strong written and spoken English.
- High attention to detail and ability to manage multiple operational tasks simultaneously.
- Positive, proactive attitude with a solution-oriented mindset.
- Comfortable handling high-value items and sensitive transaction data with discretion.
- Experience in e-commerce or marketplace operations preferred but not mandatory.
- Ability to work independently in an in office, fast-paced environment.

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📌 Operations & Customer Support Coordinator (Surat)
🏢 Jewel Pro Tech
📍 Surat