Department: Customer Experience / Customer Support

Location: Mumbai

Experience: 2–4 years

Employment Type: Full-time

Reporting To: Customer Experience Team lead

About the Role

We are looking for a Senior Executive – Email Support to manage the day-to-day operations of the email support team and ensure customers receive timely, accurate, and high-quality resolutions.

The role will involve managing the email queue, monitoring ageing and SLA adherence, handling complex customer escalations, coordinating with internal teams, and managing founder/leadership escalations. The candidate will also support process improvements and ensure the team follows defined SOPs and quality standards.

Key Responsibilities

Email Queue & Team Management

- Manage the day-to-day email support queue and ensure cases are appropriately assigned and actioned.
- Monitor ticket ageing, pending cases, SLA adherence, and backlog to ensure timely responses.
- Track team productivity and ensure cases are cleared within defined timelines.
- Identify unattended, ageing, or high-priority tickets and take corrective action.
- Support the team with complex or unresolved customer queries.
- Coordinate workload allocation based on ticket volume, ageing, and priority.

Escalation Management

- Handle customer escalations that require senior-level intervention.
- Manage founder, leadership, and high-priority escalations with appropriate urgency and ownership.
- Review the complete customer interaction/history before providing a resolution.
- Coordinate with Logistics, Warehouse, Finance, E-commerce, Operations, and other relevant teams to close escalations.
- Ensure escalated cases are followed through to closure and customers receive timely updates.

Quality & Process Management





- Ensure email responses are aligned with brand tone, SOPs, policies, and resolution guidelines.
- Review responses for accuracy, completeness, empathy, and appropriate communication.
- Identify recurring customer issues and highlight process gaps or opportunities for improvement.
- Maintain and update SOPs, response templates, and escalation guidelines wherever required.
- Conduct periodic checks on email cases to identify coaching and training requirements.

Reporting & Monitoring

- Track key email support metrics such as:
- Email volume
- First Response Time (FRT)
- SLA adherence
- Ticket ageing
- Backlog
- Resolution TAT
- Reopen rate
- Escalation volume
- Customer satisfaction
- Share regular updates on queue health, major escalations, and operational concerns with the manager.
- Highlight trends and recurring issues that may require intervention from other teams.

Cross-functional Coordination

- Work closely with internal teams to resolve customer issues within the committed TAT.
- Follow up on pending dependencies and ensure they do not result in unnecessary customer delays.
- Act as a point of contact for the email support team for operational queries and escalations.

Other CX Operations

- Support small process and operational activities related to customer support.
- Assist in implementing new workflows, tools, automations, and process changes.




- Support new team members with process understanding and day-to-day guidance.
- Take ownership of ad-hoc CX initiatives and operational requirements as assigned.

What We’re Looking For

- 2–4 years of experience in customer support, email support, customer experience, or support operations.
- Prior experience in handling or coordinating an email support team is preferred.
- Strong understanding of ticketing systems and customer support workflows.
- Good problem-solving and escalation-handling skills.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities in a high-volume support environment.
- Solid attention to detail and ownership of customer issues.
- Comfortable working with reports, dashboards, and support metrics.
- Ability to coordinate effectively with multiple internal stakeholders.
- Experience with Freshdesk or similar ticketing platforms is preferred.
- E-commerce/D2C experience will be an added advantage.

Key Competencies

- Team coordination
- Escalation management
- Customer communication
- Queue & backlog management
- Problem solving
- Process adherence
- Stakeholder management
- Data & reporting
- Ownership and accountability
- Ability to work in a fast-paced environment

Success in This Role

Success in this role will be measured by the ability to keep the email queue healthy, maintain SLA and response-time targets, reduce ageing and unresolved cases, effectively manage escalations, and ensure consistent customer experience across the email support channel.

Work Location: In person

Pay: ₹480,000.00 - ₹500,000.00 per year

Benefits:

- Paid time off
- Provident Fund

Work Location: In person

📌 Senior Executive – Customer Support (Email Operations) (Chembur)
🏢 Zouk
📍 Chembur