Senior Customer Support Executive Operations (Ghatkopar West)

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 quick-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 Were 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. .