(JD) – Team Leader (Operations – E-commerce / Gig Economy)

Job Title: Team Leader – Operations

Department: Operations / Customer Support

Experience: 4–7 Years (Minimum 2 years as a Team Leader)

Location: Noida

Time Zone: 9:30PM-6:30AM IST and in Day Light Saving it would be 10:30PM – 7:30AM

Employment Type: Full-Time

What We're Looking For

We are specifically seeking candidates who have first-hand operational experience in managing real-world e-commerce or gig-platform operations—not just BPO support. The candidate should understand end-to-end operational workflows, be comfortable handling critical escalations, and have a proven track record of leading teams while engaging directly with onshore clients.

Note: Applicants without the required hands-on experience in gig-economy/e-commerce operations or minimum 2 years of Team Leader experience will not be considered.

About the Role

We are looking for an experienced Team Leader with a strong operational background in the gig economy or e-commerce industry. The ideal candidate must have direct hands-on experience working with platforms such as Amazon, Flipkart, Snapdeal, Urban Company, Meesho, Swiggy, Zomato, Uber, Ola, or any comparable platform.

This role requires someone who has personally managed customer and provider operations, handled complex escalations, and led high-performing teams while working closely with onshore clients.

Mandatory Requirements (Non-Negotiable)

- Direct operational experience with a gig-economy or e-commerce platform such as Amazon, Flipkart, Snapdeal, Urban Company, Meesho, Swiggy, Zomato, Uber, Ola, or a similar organization.
- Must have personally handled:
- Customer issues and complaints
- Service provider/partner issues
- Order-related issues
- Disputes and escalations
- Refund processing




- Payout adjustments and reconciliation
- Minimum 2 years of Team Leader experience, managing operational teams.
- Experience interacting directly with onshore/international clients, including operational discussions, performance reviews, escalations, and stakeholder management.
- Strong people management and leadership skills.

Key Responsibilities

- Lead, coach, and mentor a team to consistently achieve operational KPIs and SLAs.
- Handle complex customer and service provider escalations with timely resolution.
- Monitor daily team performance, productivity, quality, and adherence.
- Conduct regular feedback sessions, performance reviews, and coaching.
- Analyze operational metrics to identify improvement opportunities.
- Collaborate with cross-functional teams to streamline processes and improve customer experience.
- Prepare and present operational reports and dashboards to management and clients.
- Act as the primary point of contact for onshore stakeholders for operational updates and issue resolution.
- Ensure compliance with company policies, quality standards, and process guidelines.
- Drive continuous improvement initiatives to enhance team performance and customer satisfaction.

Required Skills

- Robust understanding of e-commerce/gig economy operational workflows.
- Excellent knowledge of customer service operations and escalation management.
- Proven experience in dispute resolution, refunds, and payout adjustments.
- Excellent communication and stakeholder management skills.
- Strong analytical and problem-solving abilities.
- Ability to lead teams in a fast-paced, high-volume environment.
- Proficiency in Microsoft Excel, Google Sheets, and reporting tools.
- Experience with CRM, ticketing, or order management systems is preferred.

📌 Operations Team Lead (Uttar Pradesh)
🏢 Wizcart
📍 Uttar Pradesh