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 is a tech-enabled, people-first operations partner supporting D2C and e-commerce brands. We help brands manage and scale customer support and backend operations through trained teams and AI-powered tools to enhance speed, quality, and efficiency.

Role Overview

We are seeking a proactive Subject Matter Expert (SME) to support day-to-day D2C client operations and assist in managing frontline teams. This role is ideal for experienced customer support professionals or senior executives who are already handling escalations, mentoring peers, and working with performance data.

You will work closely with the Operations Manager to ensure smooth operations, maintain service standards, support team development, and gradually grow into a Team Leader or Trainer position.

Key Responsibilities
- Support daily customer support operations across chat and call channels, ensuring SLA adherence.




- Act as the first point of escalation for agents and complex customer issues.
- Monitor queues, workload distribution, attendance, and shift adherence.
- Ensure compliance with SOPs, scripts, quality standards, and client requirements.
- Conduct quality checks and provide coaching to improve agent performance.
- Assist in onboarding, nesting, and ongoing team mentoring.
- Track, analyze, and maintain performance data and reports; work closely with the Operations team.
- Handle customer interactions during peak volumes and support process improvements.

Eligibility Criteria
- 1-2 years of experience in customer support, preferably in a BPO/KPO workplace
- Experience as Senior Executive, SME, or Acting TL preferred
- Demonstrated experience handling escalations and supporting team members
- Understanding of SLAs, quality metrics, and customer service standards
- Familiarity with CRM tools

📌 Sme - Customer Support (Hybrid) (Ghatkopar West)
🏢 Supportstraw Technologies Private
📍 Ghatkopar West