Job Description

system, Location: Gurugram Department: Operations Last Mile Delivery Reports to: Rider Support Manager / City Operations Lead Employment Type: Full-Time Experience Required: 1 3 years About the Role Tata 1mg is expanding its Rider Support Team to act as the central customer care function for our directly managed last-mile delivery fleet. As a Rider Support Executive, you will be the first line of support for resolving real-time rider delivery issues and customer-related exceptions. You will work closely with the operations team, technology teams, and third-party logistics partners like Rapido to ensure smooth delivery experiences. This role is critical to our live operations, especially as we onboard newer players as our 3P partners for Quick Commerce (QC) deliveries. Key Responsibilities: Handle inbound calls from delivery riders (1mg-managed and 3P partners) regarding delivery exceptions or support needs. Validate delivery issues with end customers (e.g., customer not available, wants to cancel, address mismatch). Take appropriate action in the system marking orders as cancelled, retry, or delivered based on the SOP. Serve as a key link between riders, customers, and backend ops to resolve issues quickly and accurately. Maintain accurate logs of each support interaction for auditing and escalation tracking. Collaborate with the city/central ops teams to improve issue resolution SLAs and reduce failed deliveries. Assist in process documentation, quality checks, and feedback loops from rider escalations. Flag suspicious or repeated rider behaviour (e.g., fraudulent cancellations or delivery mark errors). Support special projects or new partner integrations as needed. Who Were Looking For: Strong verbal communication skills in Hindi and English (and other regional languages plus). Problem-solving mindset with the ability to think on your feet in high-pressure situations. Good data entry and familiarity with mobile/web apps (training will be provided on internal tools). Willingness to work in rotational shifts, including weekends and holidays. Experience in logistics, customer care, or dispatch control centres is a plus but not mandatory. Preferred Qualifications: Bachelor's degree or diploma in any stream. 1-3 years of experience in customer service or field support roles. Prior experience in delivery ops, call centers, or tech platforms (Swiggy, Dunzo, etc.) preferred. Why Join Us: Be part of a high-impact team improving the real-time delivery experience for millions of customers. Opportunity to grow with a rapidly expanding Rider Support function. Exposure to live operations, tech tools, and cross-functional collaboration. Fast-paced and dynamic work environment with room for ownership.