Support Specialist (Remote Position - India)

We are seeking a highly motivated and experienced Support Specialist to join our team in a remote capacity. The ideal candidate will be responsible for managing our entire support system for Customers, Drivers and Sellers . This is an excellent opportunity for candidates who seek a wholistic exposure on how e-commerce marketplace operates and extensive co-ordination between the three pillars works. This will be a work from home - night shift position (10:00 PM to 7:00AM IST).

Responsibilities:

1. Customer Support:

• Address customer inquiries and complaints related to orders, payments, delivery, and general issues via chat, email, and phone support.

• Provide clear and timely solutions to customers regarding product details, order tracking, refunds, or exchanges.

• Handle escalation of complex issues, ensuring customer satisfaction and retention.

• Maintain records of customer interactions, tracking open issues and following up on resolutions.

2. Driver Support:

• Assist delivery drivers with route navigation, order pickups, and drop-offs.

• Provide real-time assistance to drivers facing issues during deliveries, such as wrong addresses, delivery delays, or vehicle breakdowns.

• Track driver performance and address concerns related to punctuality, delivery issues, or app usage.

• Act as the primary point of contact for drivers during operational hours to ensure smooth delivery processes.

3. Seller Support:

• Handle seller inquiries regarding product listings, pricing, and promotional offers.

• Support sellers with onboarding processes and guide them through system updates or changes.

• Resolve seller-related issues, including payments, order management, and customer complaints about their products.

• Assist in the coordination between sellers and customers to resolve product-specific concerns.

4. Cross-Department Coordination:

• Act as the liaison between customers, drivers, and sellers to ensure seamless operations.

• Collaborate with the operations team to identify and troubleshoot logistical problems related to deliveries.

• Work closely with other departments (e.g., tech team, marketing) to escalate and resolve issues impacting user experience.

5. Ticket and Issue Management:

• Manage and prioritize support tickets across all channels, ensuring timely responses and resolutions.

• Document all support activities, issues, and solutions in the CRM system to maintain clear communication records.

• Analyze trends in customer, driver, and seller issues to recommend process improvements.

6. Night Shift Operations:

• Manage all support-related activities during the night shift, ensuring uninterrupted support for customers, drivers, and sellers.

7. Process Improvements:

• Identify gaps in the support process and work with the team to implement improvements.

• Suggest automation or tools that can enhance response times and customer experience.

9. Compliance & Policies:

• Ensure all support actions are in line with the company’s policies, procedures, and guidelines.

• Maintain confidentiality of all customer, seller, and driver data.

 

Skills and Qualifications:

• Proven experience in customer or support roles within an eCommerce or marketplace environment.

• Strong communication skills, both written and verbal.

• Ability to work under pressure and handle high-volume support tasks during night shifts.

• Excellent problem-solving skills and the ability to work independently.

• Familiarity with support software and tools (e.g., CRM, ticketing systems, Google Spreadsheets, WhatsApp Business Support).

    Benefits:

    • Competitive salary
    • Work from home
    • Opportunities for professional growth and development
    • A supportive and inclusive work environment

    How to Apply:

    Interested candidates are encouraged to submit their resume and a cover letter explaining their relevant experience and interest in the position to jobs@tiffinstash.com. Please include "Support Specialist and Your full name" (Example - "Support Specialist - John Doe")  in the subject line of your email.

    If you are looking for an exciting opportunity to advance your career, please apply today! We look forward to reviewing your application.