Mirraw is looking for a Head of Customer Support to own how our shoppers feel about us at every step, from browsing and checkout to delivery, returns and repeat purchase.

What you'll do

- Build and lead the customer support team across chat, email, phone and social.
- Own order-related CX end to end: delivery issues, returns, refunds, COD and payment queries.
- Track and improve CSAT, NPS, first-response time, resolution time and repeat-purchase rate.
- Work with logistics, warehouse and marketplace partners to cut complaints at the source.
- Set up helpdesk tools, SLAs and peak-season (sale period) playbooks.
- Bring customer insights back to product, category and marketing teams.

What we're looking for
- 6 to 10 years in customer support or experience, all or mostly in e-commerce or D2C.




- At least 2 years leading a support team, ideally through high-volume sale seasons.
- A track record of measurably improving CSAT, NPS or return rates.
- Hands-on with tools like Freshdesk, Zendesk, Gorgias or similar.
- Clear communication in English and Hindi; solid with data.
- Comfortable working onsite in Mumbai, five days a week.

Why join us Mirraw is one of India's leading online destinations for ethnic wear, serving shoppers across India and around the world. You'll shape the experience for a large, loyal customer base, build the CX function your way, and work closely with the leadership team in Mumbai.

📌 Head of Customer Support (Mumbai)
🏢 Mirraw.com
📍 Mumbai