Location: Surat (Gujarat), India
Job Type: Full time, Onsite
Experience Level: 3 to 6 years
Salary range: CTC ₹7.5 LPA – ₹17 LPA (Based on experience and skills)

Apply Here:https://forms.clickup.com/5745749/f/5fb2n-292516/B8S81L63MDCBOVZC4C


About Us:

GEMGEM is a next-generation luxury C2C marketplace, pioneering the way people buy and sell authentic pre-owned fine jewellery online. Backed by decades of industry experience, we're combining deep domain expertise with cutting-edge tech to build a global platform with trust and transparency at its core.

Role Overview

We are looking for a highly execution-driven Operations Manager – Customer Support & Fulfilment to take full ownership of day-to-day marketplace operations. This role sits at the intersection of international operations experience, Customer Support, Shipping & Logistics, and Cross-functional Operations.

You will be responsible for ensuring customers receive fast, clear, and reliable support while also managing the operational backbone—shipping, authentication flows, escalations,



and task execution. This is a hands-on role with direct ownership, not a supervisory or back-office admin position.

Key Responsibilities

1. Customer Support Operations
- Own end-to-end customer support operations, ensuring timely, accurate, and empathetic responses.
- Monitor CS queues daily and ensure prompt responses, including weekend coverage when required.
- Supervise CS team outputs for quality, turnaround time, and resolution effectiveness.
- Create, implement, and maintain CS SOPs, response templates, and escalation workflows.
- Act as the final escalation point for complex customer issues related to orders, shipping, authentication, or delays.

2. Shipping & Fulfillment Operations
- Coordinate domestic and international shipments using partners such as FedEx, ParcelPro, DHL, etc.
- Manage logistics timelines covering pickup, authentication, transit, and final delivery.
- Secure and manage competitive logisti

📌 Operations Manager (Surat)
🏢 GEMGEM
📍 Surat