Location: Ghatkopar West, Mumbai
Work Model: Hybrid (4 Days Work From Office + 2 Days Work From Home)
Work Schedule: Monday to Saturday
Shift Timings: 10:00 AM - 7:00 PM IST
About Datastraw
Datastraw helps fast-growing consumer brands across beauty, wellness, fashion, and lifestyle improve their customer experience and business operations through people, technology, data, and AI.
Role Overview
We're looking for a Senior Customer Support Executive - Operations who has experience handling customer escalations, supporting team members, and taking ownership beyond day-to-day customer interactions.
This role is ideal for a customer support professional who has started taking on responsibilities beyond their individual queue - handling escalations, supporting new joiners, coordinating with team members, and monitoring day-to-day support performance - and is now looking to grow into Team Leadership and Operations.
As a Senior Customer Support Executive - Operations, you'll take ownership of day-to-day client operations, work closely with customer support teams, and coordinate with clients to ensure smooth process execution. You'll play a key role in resolving operational challenges, supporting team performance, and identifying opportunities to improve processes, efficiency, and the overall customer experience.
What You Will Do
- Manage day-to-day customer support activities for assigned client accounts.
- Handle L2/L3 escalations and ensure timely resolution.
- Act as a support point for agents when they need help with complex queries or processes.
- Support the onboarding and handholding of new joiners.
- Monitor SLA, productivity, quality, backlog, and escalation trends.
- Identify performance or process gaps and work with the team to improve them.
- Coordinate with internal teams and clients to resolve operational issues.
- Maintain basic reports and trackers related to team and account performance.
- Perform root-cause analysis for recurring issues and recommend process improvements.
- Identify opportunities to improve processes through technology and automation.
What We’re Looking For
- 1-3 years of experience in Customer Support, Customer Experience, BPO, Operations, or a similar role.
- Experience mentoring, guiding, or supporting junior team members.
- Good understanding of SLA, productivity, quality, and support metrics.
- Strong communication and stakeholder coordination skills.
- Ability to manage multiple priorities in a fast-paced environment.
- A strong sense of ownership and a solution-oriented approach.
- Comfortable working with Excel/Google Sheets and basic operational reports.
- Experience with Zendesk, Freshdesk, Interakt, Shopify, or similar tools is a plus.
Why Join Datastraw?
At Datastraw, you'll do much more than customer support. You'll gain hands-on experience in:
- Business operations
- Client & Stakeholder Management
- Team Coordination & Performance Management
- Escalation & Process Management
- Process Improvement & Automation
- Technology & AI-Driven Workflows
If you're looking to move beyond front-line customer support and grow into an operations-focused role, we'd love to hear from you.