Customer Support Operations Executive

Location: Remote

Employment Type: Full-Time

Experience: 1–3 Years

Role Overview

We are looking for a Customer Support Operations Executive to manage and improve day-to-day support operations, including ticket management, reporting, escalations, shipping-related issues, fraud prevention, and process coordination.

Key Responsibilities

- Monitor ticket volumes, backlogs, SLA, response and resolution times.
- Manage ticket aging, escalations, and unresolved customer issues.
- Track support KPIs and prepare regular operational reports.
- Coordinate with Logistics, Operations, Product, Finance, and other teams to resolve issues.
- Monitor shipping, delivery, refund, replacement, and order-related exceptions.
- Identify suspicious orders, fraud indicators, and recurring operational issues.
- Analyze support data to identify trends and process gaps.
- Maintain SOPs, workflows, trackers,



and operational dashboards.
- Support process improvements, automation, and new tool implementation.
- Ensure adherence to support processes and escalation procedures.

Requirements

- Bachelor's degree or equivalent experience.
- 1–3 years of experience in Customer Support, CX, or Operations.
- Solid Excel/Google Sheets and analytical skills.
- Excellent communication and problem-solving abilities.
- Strong understanding of ticket management and support operations.
- Ability to work in a fast-paced, high-volume environment.
- Experience with Zendesk, Gorgias, Intercom, Freshdesk, or similar platforms is preferred.
- Knowledge of Shopify, shipping/order-management systems, fraud prevention, or support automation is a plus.

📌 Customer Support Operation Executive (India)
🏢 BPRJ
📍 India