Job Title: Customer Experience & Inside Sales Lead — E-commerce
Reporting To: Ecommerce Programme Manager
Role Overview
The Customer Experience & Inside Sales Lead owns customer interaction quality, lead management operations, and assisted-commerce conversion performance across the e-commerce business.
This role is responsible for building a scalable customer support and inside-sales engine that improves customer experience, increases conversion rates, drives assisted sales revenue, and creates structured customer intelligence across channels.
The role combines customer operations, sales enablement, process design, lead analytics, and conversational commerce execution.
This is not a traditional customer support role.
It is a customer ownership and revenue influence position responsible for customer experience quality, lead conversion performance, and assisted-commerce growth outcomes.
★ This is not a ticket-resolution or call-centre coordination role.
It is a customer lifecycle ownership role focused on conversion, customer confidence, experience quality,



and scalable assisted-commerce systems.
What This Role Owns
1. Customer Experience Operations
Own the overall customer interaction experience across all inbound and outbound customer touchpoints.
Ensure customers receive rapid, accurate, consultative, and confidence-building support throughout their buying journey.
Manage customer interactions across:
Whats App
Website chat
Calls
Social media inquiries
Campaign responses
Referral and partner channels
Build structured customer support workflows and escalation systems
Improve response quality, response time, and customer satisfaction
Ensure consistent customer communication standards across all channels
Monitor unresolved cases and customer issue resolution quality
Build customer trust through consultative and solution-oriented engagement
2. Inside Sales & Assisted Commerce
Build and scale an inside-sales capability focused on assisted product discovery, consultation-

📌 Inside Sales Lead (Faridabad)
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