About this role
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 is an AI operating company that helps modern businesses scale through a combination of people, technology, data, automation and AI. We currently specialise in customer experience (CX), helping brands manage and improve their customer interactions across channels while building the systems and AI-powered solutions that make their operations faster, more efficient and scalable.
About the Role We are looking for a hands-on professional with customer support experience, preferably in the BPO, e-commerce, or D2C industry. The role involves improving customer support processes, monitoring quality and performance, resolving operational issues, and using AI and technology to make workflows more efficient.
Key Responsibilities
- Monitor customer support quality, performance, and adherence to client processes.
- Understand D2C workflows related to orders, deliveries, returns, refunds, cancellations, and customer queries.
- Identify recurring issues and improve customer support processes and workflows.
- Support quality audits, team training, escalations, and performance improvement.
- Use AI tools to simplify repetitive tasks and improve team productivity.
- Coordinate with operations, client, and technical teams to resolve issues and implement improvements.
- Maintain SOPs, reports, knowledge resources, and process documentation.
- Take ownership of operational problems and follow them through to resolution.
Requirements
- 2-3 years of experience in customer support, preferably in BPO, e-commerce, or D2C.
- Experience in quality analysis, process training, escalation handling, or team coordination is preferred.
- Understanding of customer support metrics, quality standards, and operational workflows.
- Good working knowledge of Excel or Google Sheets.
- Comfortable using AI tools and learning new business systems.
- Strong communication, problem-solving, and coordination skills.