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Open nowPosted 3 days ago

Lead - Support Operations (Customer Experience)

Wishlink11 open roles

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Your applicationOpen nowLead - Support Operations (Customer Experience)Wishlink

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The clock on this job

Early applications get read.

11.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.0%1 day
  2. 4.2%3 days
  3. 11.3%7 days
  4. 17.6%14 days
  5. 34.3%30 days
  6. 43.5%60 days
This job: posted 3 days ago

The posting

Lead - Support Ops (Customer Experience)

About Wishlink

Wishlink is on a mission to revolutionize the creator economy and redefine how people shop. We're all about providing every user with a highly personalized shopping experience guided by creators, so they can find exactly what they want, in a very short time, while improving their online shopping experience severalfold. We are shaping a new era at the intersection of two of the most prominent aspects of the internet- e-commerce and social media.

Team and Investors

Wishlink was founded by 3 friends from college, Chandan, Shaurya, and Divyansh, with a shared passion to solve real-world problems at scale and consume content for hours (XD). We started Wishlink in January 2022 when we discovered products on social media that we wanted to buy but could not (in some cases, actually did)! We are based out of Gurugram.We have recently raised a series B round of $17.5M backed by leading global investors including Vertex Ventures SE Asia & India, Fundamentum, and Elevation Capital.

Why Join Us?

Exciting Problem

The way people shop online is changing. Users are tired of spending hours browsing humongous catalogs on eCommerce marketplaces just to find a single piece of apparel they like. They need curation, and they need trusted reviews - which is what Wishlink is bringing with the help of content creators. Wishlink is at the forefront of this change, enabling users to shop in an easier and more exciting way.

Immense Scale

In just 4 years of existence, Wishlink is used by over 900k users daily to discover and shop products online. This number has grown over 3x in the last 4 months.

Stellar Team

Wishlink is all about its people. Our business and engineering teams are young and energetic, come from stellar backgrounds, and are dedicated towards a common goal. Also, we have a LOT of fun!

Growth Opportunity

We have grown remarkably in the last 4 years and are doing a monthly GMV of over Rs. 450cr. We are working with over 50,000 content creators and 300+ brands and eCommerce marketplaces including Amazon, Flipkart, Myntra, Nykaa, Ajio, H&M, Savana (Urbanic), Only, Vero Moda, Libas, Aurelia, Mama Earth, and many more.

Wishlink presents an exciting opportunity for you to contribute to and grow within the creator-enabled eCommerce space, have the chance to work at an emerging consumer-tech startup and be an integral part of this dynamic journey.

What would you be doing?

  • Own real-time queue management - monitor live chat queues, drive FRT and SLA adherence, and intervene before breaches
  • Track queue health (concurrency, backlog, longest-waiting chat) and proactively flag fires to agents and cross-functional teams
  • Share hourly ops updates: planned vs. available headcount, shrinkage, occupancy, and adherence
  • Own roster - manage shifts, breaks, and re-planning to protect SLA during volume swings
  • Act as L1 escalation for complex queries, resolving in real time before routing to the manager
  • Maintain shift handover notes - queue status, pending chats, open escalations, and ongoing issues
  • Track agent attendance, adherence to SOPs; coach on CSAT/QA dips in real time

What are we looking for?

  • 4+ yrs of customer experience with atleast 1 year of team handling experience.
  • Hands-on command of live chat ops and core metrics: SLA, FRT, AHT, CSAT, shrinkage, occupancy, adherence
  • Analytical mindset - dives into queue data, spots patterns, runs RCAs, proposes solutions
  • Outstanding written & verbal communication; clear, persuasive, and able to de-escalate
  • Thrives in a fast-paced, high-growth startup - comfortable with ambiguity and rapid change
  • Strong ownership and a get-it-done attitude, takes end-to-end accountability for queue health
  • Bias for action - move fast, makes real-time calls, follows through
  • Thrives in startup environment - has built support processes, SOPs, and workflows from scratch in a 0→1 setup is a plus

Perks and Benefits

We are committed to providing the best environment for you to thrive in. To help with this, we have the following benefits available for all our employees.

  • Competitive Salary, Generous ESOPs, and Relocation Bonus
  • Incentives as per performance
  • Learning & Development Programs with a Dedicated Budget
  • Company sponsored newsletters and books
  • ChatGPT Subscription
  • Regular Team Outings
  • Discounted Health Plans & Gym Memberships
  • Industry insights on growing your social media if you are a (aspiring) creator

Experience Wishlink

Explore our Creator App: iOS | Android

Explore our Shopping App: iOS | Android

Team

Shaurya Gupta - Founder & CEO

Divyansh Ameta - Founder & COO

Chandan Yadav - Founder & CTO

Team

Deep Anmol Singh - Head of Revenue & Customer Experience

Priyanka Khera - Program Manager- Customer Experience

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