Lead - Support Operations (Customer Experience)

Wishlink; Gurugram District; Sur place; INR 1 200 000 - 2 100 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Generous ESOPs

Relocation bonus

Performance incentives

Learning & development

Newsletters & books

Team outings

Health plan discounts

Gym memberships

Creator insights

Résumé du poste

Wishlink is seeking a Lead - Support Ops (Customer Experience) in Gurugram to oversee real-time chat queue health and agent performance. You will drive SLA adherence, FRT, and escalation handling while coordinating rosters and cross-functional responses to maintain high CSAT levels.

You will mentor a growing team and implement SOPs to scale operations in a fast-paced creator economy startup. The role demands 4+ years in customer experience with team exposure, exceptional written and verbal

Qualifications

• 4+ yrs of customer experience with at least 1 year of team handling experience.
• Hands-on command of live chat ops and core metrics: SLA, FRT, AHT, CSAT, shrinkage, occupancy, adherence.
• Analytical mindset; ability to dive into queue data, spot patterns, and propose solutions.
• Outstanding written and verbal communication; able to de-escalate.
• Thrives in a fast-paced startup with ambiguity and rapid change.
• Strong ownership and end-to-end accountability for queue health.

Responsabilités

• Own real-time queue management and monitor live chat queues, drive FRT and SLA adherence.
• Track queue health and flag fires to agents and cross-functional teams.
• Share hourly ops updates: planned vs. available headcount, shrinkage, occupancy, adherence.
• Own roster management: shifts, breaks, and re-planning to protect SLA during volume swings.
• Act as L1 escalation for complex queries; resolve in real time before routing to manager.
• Maintain shift handover notes: queue status, pending chats, escalations.
• Track agent attendance and adherence to SOPs; coach on CSAT/QA dips in real time.

Connaissances

Live chat ops

Queue management

SLA tracking

FRT monitoring

AHT tracking

CSAT monitoring

QA monitoring

Team leadership

Ambiguity handling

Description du poste

Lead - Support Ops (Customer Experience)

About Wishlink

Wishlink is on a mission to revolutionize the creator economy and redefine how people shop. Were all about providing every user with a highly personalized shopping experience guided by creators, so they can find exactly what they want, in a very short time, while improving their online shopping experience severalfold. We are shaping a new era at the intersection of two of the most prominent aspects of the internet- e-commerce and social media.

Team and Investors

Wishlink was founded by 3 friends from college, Chandan, Shaurya, and Divyansh, with a shared passion to solve real-world problems at scale and consume content for hours (XD). We started Wishlink in January 2022 when we discovered products on social media that we wanted to buy but could not (in some cases, actually did)! We are based out of Gurugram.We have recently raised a series B round of $17.5M backed by leading global investors including Vertex Ventures SE Asia India, Fundamentum, and Elevation Capital.

Why Join Us

Exciting Problem

The way people shop online is changing. Users are tired of spending hours browsing humongous catalogs on eCommerce marketplaces just to find a single piece of apparel they like. They need curation, and they need trusted reviews - which is what Wishlink is bringing with the help of content creators. Wishlink is at the forefront of this change, enabling users to shop in an easier and more exciting way.

Immense Scale

In just 4 years of existence, Wishlink is used by over 900k users daily to discover and shop products online. This number has grown over 3x in the last 4 months.

Stellar Team

Wishlink is all about its people. Our business and engineering teams are young and energetic, come from stellar backgrounds, and are dedicated towards a common goal. Also, we have a LOT of fun!

Growth Opportunity

We have grown remarkably in the last 4 years and are doing a monthly GMV of over Rs. 450cr. We are working with over 50,000 content creators and 300+ brands and eCommerce marketplaces including Amazon, Flipkart, Myntra, Nykaa, Ajio, HM, Savana (Urbanic), Only, Vero Moda, Libas, Aurelia, Mama Earth, and many more.

Wishlink presents an exciting opportunity for you to contribute to and grow within the creator-enabled eCommerce space, have the chance to work at an emerging consumer-tech startup and be an integral part of this dynamic journey.

What would you be doing

• Own real-time queue management - monitor live chat queues, drive FRT and SLA adherence, and intervene before breaches
• Track queue health (concurrency, backlog, longest-waiting chat) and proactively flag fires to agents and cross-functional teams
• Share hourly ops updates: planned vs. available headcount, shrinkage, occupancy, and adherence
• Own roster - manage shifts, breaks, and re-planning to protect SLA during volume swings
• Act as L1 escalation for complex queries, resolving in real time before routing to the manager
• Maintain shift handover notes - queue status, pending chats, open escalations, and ongoing issues
• Track agent attendance, adherence to SOPs; coach on CSAT/QA dips in real time

What are we looking for

• 4+ yrs of customer experience with atleast 1 year of team handling experience.
• Hands-on command of live chat ops and core metrics: SLA, FRT, AHT, CSAT, shrinkage, occupancy, adherence
• Analytical mindset - dives into queue data, spots patterns, runs RCAs, proposes solutions
• Outstanding written verbal communication; clear, persuasive, and able to de-escalate
• Thrives in a fast-paced, high-growth startup - comfortable with ambiguity and rapid change
• Strong ownership and a get-it-done attitude, takes end-to-end accountability for queue health
• Bias for action - move fast, makes real-time calls, follows through
• Thrives in startup environment - has built support processes, SOPs, and workflows from scratch in a 0 1 setup is a plus

Perks and Benefits

• Competitive Salary, Generous ESOPs, and Relocation Bonus
• Incentives as per performance
• Learning Development Programs with a Dedicated Budget
• Company sponsored newsletters and booksChatGPT Subscription
• Regular Team Outings
• Discounted Health Plans Gym Memberships
• Industry insights on growing your social media if you are a (aspiring) creator

Experience Wishlink

Explore our Creator App: iOS | Android

Explore our Shopping App: iOS | Android

Team

• Shaurya Gupta - Founder CEO
• Divyansh Ameta - Founder COO
• Chandan Yadav - Founder CTO
• Deep Anmol Singh - Head of Revenue Customer Experience
• Priyanka Khera - Program Manager- Customer Experience

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.