CX Operations Associate

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 Technologies helps fast-growing consumer brands across beauty, wellness, fashion, and lifestyle improve customer experience and business operations through people, technology, data, and AI.
About the Role We’re looking for a CX Operations Associate who can take ownership of day-to-day customer support operations, support team members, handle escalations, and ensure processes are followed smoothly.
This role is ideal for someone who has experience in customer support and has already started taking on team coordination, escalations, reporting, or operational responsibilities.
What You’ll Do
- Manage day-to-day customer support operations for assigned accounts.
- Handle customer and internal escalations and ensure timely resolution.
- Support agents with complex queries, processes, and issue resolution.
- Assist with onboarding and handholding of new team members.
- Track SLA, productivity, quality, backlog, and escalations.
- Coordinate with clients and internal teams to resolve operational issues.
- Maintain basic reports, trackers, and daily performance updates.
- Identify recurring issues and suggest process improvements.
- Support the team in improving efficiency and customer experience.
- Identify opportunities to improve workflows using technology and automation.

What We’re Looking For
- 1-3 years of experience in Customer Support, Customer Experience, BPO, or Operations.
- Experience handling escalations and supporting/mentoring team members.
- Basic understanding of SLA, productivity, quality, and operational metrics.
- Good communication and coordination skills.
- Comfortable with Excel/Google Sheets and basic reporting.
- Strong ownership and problem-solving ability.
- Experience with Freshdesk, Zendesk, Interakt, Shopify, or similar tools is a plus.
- Someone looking to grow into Team Leadership / Customer Operations.

Why Datastraw? This role gives you exposure to customer operations, client coordination, team performance, process improvement, automation, and AI-driven workflows - beyond traditional customer support.