Senior Customer Support Executive

Company Description

Verge Scale is a growth platform that acquires, develops, and scales eCommerce brands into thriving 8–9 figure businesses. By leveraging data-driven marketing, strong brand strategies, operational precision, and conversion optimization, Verge Scale empowers under-optimized or early-stage brands to achieve sustainable growth.

As the parent company behind multiple successful eCommerce ventures (including OLB), Verge Scale provides end-to-end support across growth marketing, supply chain management, customer experience, and team-building. We focus on execution-first strategies to build scalable, category-leading brands.

Role Description

We are hiring a Senior E-commerce Customer Support Executive / Order Confirmation Lead to own and elevate our customer support and order confirmation operations.

This is a hands-on leadership role. You will actively handle calls and NDRs while also managing, guiding, and improving the performance of junior support executives. Your work will directly impact customer experience, delivery success rate, and RTO reduction.

This is a remote, performance-driven role requiring strong communication skills, sales mindset, and people management ability.

Key Responsibilities1. Order Confirmation & Sales (Voice)

• Personally handle high-volume COD order confirmation calls
• Confirm delivery details, assess buyer intent, and reduce fake/unwanted orders
• Apply advanced objection-handling techniques to save cancellations
• Act as a role model for the team with strong conversion performance

2. NDR & Delivery Management (Top Priority)

• Own and resolve complex NDR cases (RTO risk, address issues, delayed deliveries)
• Coordinate with courier partners for rescheduling, re-attempts, and escalations
• Train junior executives on best practices for NDR handling
• Continuously work to reduce RTO and failed delivery percentages

3. Team Management & Mentorship

• Manage and support a small team of customer support/order confirmation executives
• Monitor call quality, confirmation rates, and daily performance metrics
• Provide feedback, coaching, and on-the-job training
• Ensure SOPs are followed and improved over time
• Step in during peak volume or escalations and lead by example

4. Order Fulfillment & Operations (Admin)

• Oversee order processing, shipping label generation, and dispatch readiness
• Ensure confirmed orders move smoothly from confirmation to shipment
• Identify operational gaps and suggest process improvements

5. Inbound Customer Support (Voice)

• Handle escalated inbound calls related to delivery delays, complaints, or order issues
• Resolve issues efficiently to prevent cancellations and negative customer experience
• Maintain high customer satisfaction while balancing business outcomes

What’s In It For You?

• Monthly Salary: ₹40,000 – ₹50,000 (based on experience & performance)
• Leadership Exposure: Opportunity to manage and build a support team
• Career Growth: Clear path to full-time leadership or operations roles within Verge Scale
• Work From Home: 100% remote role

Who We Are Looking For

Experience:

• 2–4+ years of experience in customer support, order confirmation, Sales, BPO or telesales (eCommerce preferred)
• Prior experience managing or mentoring team members is a strong plus

Excellent Communication:

• Fluent in

  English(Mandatory) &

  Hindi

• Confident, persuasive, and professional on calls

Sales-Oriented Mindset:

• Strong objection handling and negotiation skills
• Understands customer psychology and buying intent

Leadership & Ownership:

• Comfortable taking responsibility for team performance
• Can work alongside the team, not just supervise

Execution-Focused:

• Results-driven, disciplined, and process-oriented
• Can handle pressure during high-volume sales periods