Senior Customer Support Executive [Operations]

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 helps fast-growing consumer brands across beauty, wellness, fashion, and lifestyle improve their customer experience and business operations through people, technology, data, and AI. Role Overview We're looking for a Senior Customer Support Executive - Operations who has experience handling customer escalations, supporting team members, and taking ownership beyond day-to-day customer interactions. This role is ideal for a customer support professional who has started taking on responsibilities beyond their individual queue - handling escalations, supporting new joiners, coordinating with team members, and monitoring day-to-day support performance - and is now looking to grow into Team Leadership and Operations. As a Senior Customer Support Executive - Operations, you'll take ownership of day-to-day client operations, work closely with customer support teams, and coordinate with clients to ensure smooth process execution. You'll play a key role in resolving operational challenges, supporting team performance, and identifying opportunities to improve processes, efficiency, and the overall customer experience. What You Will Do Manage day-to-day customer support activities for assigned client accounts. Handle L2/L3 escalations and ensure timely resolution. Act as a support point for agents when they need help with complex queries or processes. Support the onboarding and handholding of new joiners. Monitor SLA, productivity, quality, backlog, and escalation trends. Identify performance or process gaps and work with the team to improve them. Coordinate with internal teams and clients to resolve operational issues. Maintain basic reports and trackers related to team and account performance. Perform root-cause analysis for recurring issues and recommend process improvements. Identify opportunities to improve processes through technology and automation. What We’re Looking For 1-3 years of experience in Customer Support, Customer Experience, BPO, Operations, or a similar role. Experience mentoring, guiding, or supporting junior team members. Good understanding of SLA, productivity, quality, and support metrics. Strong communication and stakeholder coordination skills. Ability to manage multiple priorities in a fast-paced environment. A strong sense of ownership and a solution-oriented approach. Comfortable working with Excel/Google Sheets and basic operational reports. Experience with Zendesk, Freshdesk, Interakt, Shopify, or similar tools is a plus. Why Join Datastraw? At Datastraw, you'll do much more than customer support. You'll gain hands-on experience in: Business operations Client & Stakeholder Management Team Coordination & Performance Management Escalation & Process Management Process Improvement & Automation Technology & AI-Driven Workflows If you're looking to move beyond front-line customer support and grow into an operations-focused role, we'd love to hear from you.