Location: Ghatkopar West, Mumbai
Work Model:Hybrid (4 Days Work From Office + 2 Days Work From Home)
Work Schedule:Monday to Saturday
Shift Timings: 10:00 AM - 7:00 PM IST

About Datastraw
Datastraw helps fast-growing consumer brands across beauty, wellness, fashion, and lifestyle improve their customer experience and business operations through people, technology, data, and AI.

Role Overview
We're looking for a Senior Customer Support Executive - Operations who has experience handling customer escalations, supporting team members, and taking ownership beyond day-to-day customer interactions.

This role is ideal for a customer support professional who has started taking on responsibilities beyond their individual queue - handling escalations, supporting recent joiners, coordinating with team members, and monitoring day-to-day support performance - and is now looking to grow into Team Leadership and Operations.

As a Senior Customer Support Executive - Operations, you'll take ownership of day-to-day client operations, work closely with customer support teams,



and coordinate with clients to ensure smooth process execution. You'll play a key role in resolving operational challenges, supporting team performance, and identifying opportunities to improve processes, efficiency, and the overall customer experience.

What You Will Do
- Manage day-to-day customer support activities for assigned client accounts.
- Handle L2/L3 escalations and ensure timely resolution.
- Act as a support point for agents when they need help with complex queries or processes.
- Support the onboarding and handholding of new joiners.
- Monitor SLA, productivity, quality, backlog, and escalation trends.
- Identify performance or process gaps and work with the team to improve them.
- Coordinate with internal teams and clients to resolve operational issues.
- Maintain basic reports and trackers related to team and account performance.
- Perform root-cause analysis for recurring issues and recommend pro

📌 Senior Customer Support Executive (Ghatkopar West)
🏢 Datastraw Technologies
📍 Ghatkopar West