Customer Support Team Lead (D2C Experience)

Company: Divine Hindu Lifestyle Pvt Ltd

Location: Sector 27, Gurugram (near Sikanderpur Metro)

Working Days: Monday Saturday

Timings: 9:00 AM 6:30 PM (Work from Office)

About Divine Hindu

Divine Hindu is Indias fastest-growing spiritual lifestyle brand, offering authentic Rudraksha, Karungali, gemstones, and puja essentials. We serve lakhs of customers across India with a commitment to trust, quality, and seamless service.

Role Overview

We are looking for a Customer Support Team Lead who can manage a small team and ensure exceptional customer experience while maintaining service accuracy. The ideal candidate will have hands-on experience with Shopify + Unicommerce (Uniware), along with strong skills in support team management, COD/RTO reduction, and SLA adherence.

Key Responsibilities

• Team Leadership: Lead, train, and monitor the customer support team (calls, WhatsApp, email, social) ensuring SLAs are met.
• Customer Support: Oversee resolution of customer queries, escalations, and complaints with empathy and efficiency.
• Sales Coordination: Drive COD order confirmations, NDR handling, and upsell/retention efforts to maximize conversions.
• Manage order flow in Shopify + Unicommerce (processing, inventory sync, courier allocation, refunds/returns).
• Coordinate with warehouse for picklists, dispatches, and courier handovers.
• RTO & COD Management: Track RTO trends, confirm COD orders, and implement strategies to reduce returns.
• Reporting & Analysis: Prepare daily MIS/DSR (orders, shipped, delivered, RTO %, courier TAT, team performance).
• Process Improvement: Implement SOPs, automation, and best practices to improve TAT and customer satisfaction.
• Collaborate with marketing, ops, and tech teams for cross-functional improvements.

Requirements

• 36 years of experience in customer support / customer experience leadership (preferably D2C brands).
• Proven experience in Shopify + Unicommerce/Uniware (must-have).
• Prior experience in leading a support/sales team.
• Familiar with courier dashboards (ClickPost, Shiprocket, Delhivery, Bluedart, Gokwik).
• Strong knowledge of Excel/Google Sheets (VLOOKUP, Pivot, MIS reporting).
• Excellent communication skills in English + Hindi
• Ability to balance customer satisfaction, sales conversions, and team KPIs.

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