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