About Knya Knya is a funded, fast-growing D2C brand redefining healthcare apparel for modern professionals, backed by DSG Consumer Partners.

We combine functionality, comfort, and aesthetics to serve a community that deserves more from their workwear.

Our culture values ownership, experimentation, speed, and customer obsession. What Are You Entering Into Knya is one of India's fastest-growing healthcare apparel brands and we're just getting started.

When you join us, you're not filling a seat. You're stepping into a company that is actively being built, where the work you do today shapes what Knya looks like tomorrow. We're a team of driven people who care deeply about what we're building, move with purpose, and back each other to grow.

If you're looking for a place where your contribution is visible, your growth is real, and your work actually matters to the people who wear what we make, this is it.

Role Overview Our customers are doctors, nurses and healthcare professionals. They're busy, they're specific, and when something goes wrong with an order they want it fixed fast.

As our CS Team Lead, reporting to the Head of Customer Service, you'll run day-to-day support across our in-house team and our outsourced BPO partners, on both calls and chats. You'll own queues, TATs and escalations end to end, including the ones that come straight from our founders.

You'll work across warehouse, logistics, accounts, retail and product to close every loop, and you'll tell us every week what the numbers are saying. This is a hands-on operations role. You lead from the floor, not from a dashboard.

Key Responsibilities 1. Daily Operations & Real-Time Queue Monitoring • Channel Performance: Actively monitor daily inbound call and chat volumes across both internal and BPO centers to ensure optimal service levels and agent productivity.

- Specialized Campaigns: Monitor daily execution and recovery rates for Abandoned Cart (including UAE abandoned cart recoveries), RTO prevention and Return-to-Exchange (RTE) activities.

- Escalation Support: Serve as the primary point of contact for receiving, investigating and resolving high-priority Founder & Executive Escalations, taking end-to-end ownership until full closure.





- Vendor Escalations: Handle complex day-to-day BPO vendor escalations during operational hours. • TAT & Follow-Ups: Drive continuous monitoring of pending customer cases, age-wise open tickets and strict adherence to Service Level Agreements (SLAs) and Turnaround Times (TATs).

Order Management, Customization & Logistics Support • Order Processing: Oversee order modifications, unholding, order resyncing, clone order creation and mark-as-paid updates. • Payment & App Troubleshooting: Handle complex queries related to payment links, Snapmint payment gateways and order sync errors.

- Customization (Embroidery/EMB) Handling: Manage EMB query cases and coordinate directly with the warehouse for embroidery previews, verification and technical issues.

- Cross-Functional & Logistics Alignment: - Coordinate with Operations & Warehouse teams for delayed dispatches, order cancellations and non-EMB/EMB RTO redispatches. - Work with Courier Partners to resolve failed deliveries, in-transit delays, customer address updates and mark-as-paid status syncing. - Manage Reverse Logistics coordination for exchange queries and pickup delay escalations.

3. Refunds, Financial Exceptions & Inter-Departmental Coordination • Refund Management: Oversee Pragma refund cases, store credit refunds, gift card issuances and EMB refund cases.

- Financial Exceptions: Process exception refunds including COD refunds through OPM, double payment cases and Pragma refund failures.

- Accounts & Tax Coordination: Liaise with the Accounts team for customer tax invoice / GST invoice issuance and adjustments. • Cross-Departmental Escalations: - Retail / Stores: Coordinate online and retail escalation cases with the store teams. - B2B: Manage online bulk order escalations with the B2B team. - Product Team:



Verify warranty claims with the product design and quality teams. - Referral Programs: Perform referral verification and issue referral gift cards.

4. BPO Vendor Management & Performance Tracking • Vendor Monitoring: Supervise day-to-day operations of external BPO partners across both centers to ensure alignment with quality standards and resolution protocols.

- Ticketing Systems: Monitor and audit Flowcall ticket handling and resolution efficiency. • Real-Time Monitoring (RTM): Perform daily RTM to ensure queue balance, agent availability and quick call routing.

5. Reporting & Analytics • Prepare, analyze and present weekly performance reports to senior management, including: - Weekly Inbound Calls Report - Weekly Chat Performance Report - Weekly RTO Analysis Report - Weekly Return-to-Exchange (RTE) Report - Weekly Abandoned Cart Recovery Report (both centers) Get to know us before you apply: knyamed.com | @knyamed | [email protected] Must Haves

- 3 to 5 years in customer support operations at an e-commerce or D2C brand. • At least 1 to 2 years as a Team Lead or supervisor, including managing BPO or outsourced support partners.

- Hands-on with chat and call support operations, queue monitoring and SLA/TAT tracking. • Hands-on with CRM or ticketing tools, Shopify or similar e-commerce backends, payment gateways and courier tracking portals.

- Solid Excel or Google Sheets skills. You build your own daily and weekly reports.

- Clear spoken and written English and Hindi, comfortable with leadership and vendor conversations.

- Comfortable working on-site from Thane. Good to Have • Experience with Snapmint, PhonePe or other payment gateways on the refunds side.

- Experience running abandoned cart recovery or RTO reduction programs.

- Experience handling customised or made-to-order products.

- Exposure to omnichannel brands with both online and retail stores.

Pay: ₹400,000.00 - ₹600,000.00 per year

Benefits:

- Provident Fund

Application Question(s):

- What is your current CTC?
- What is your expected CTC?
- What is your notice period?
- Are you comfortable with worli location ?

Work Location: In person

📌 Customer Service Representative/Team Leader (India)
🏢 Knya
📍 India