Senior Executive – Customer Support (Email Operations)

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.
• Strong 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.

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

Work Location: In person