Manager/Lead - Support Ops (Customer Experience)

Manager/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 r

ound 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?

5+ years in CX / support, with 2–3 years of team handling

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 - moves 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
• Jyoti Kaushik - Manager- Support Ops