11 Oct
TiffinStash
Coimbatore
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> 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).
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> Responsibilities:
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> 1. Customer Support:
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> • Address customer inquiries and complaints related to orders, payments, delivery, and general issues via chat, email, and phone support.
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> • Provide clear and timely solutions to customers regarding product details, order tracking, refunds, or exchanges.
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> • Handle escalation of complex issues, ensuring customer satisfaction and retention.
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> • Maintain records of customer interactions, tracking open issues and following up on resolutions.
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> 2. Driver Support:
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> • Assist delivery drivers with route navigation, order pickups, and drop-offs.
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> • Provide real-time assistance to drivers facing issues during deliveries, such as wrong addresses, delivery delays, or vehicle breakdowns.
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> • Track driver performance and address concerns related to punctuality, delivery issues, or app usage.
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> • Act as the primary point of contact for drivers during operational hours to ensure smooth delivery processes.
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> 3. Seller Support:
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> • Handle seller inquiries regarding product listings, pricing, and promotional offers.
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> • Support sellers with onboarding processes and guide them through system updates or changes.
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> • Resolve seller-related issues, including payments,
order management, and customer complaints about their products.
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> • Assist in the coordination between sellers and customers to resolve product-specific concerns.
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> 4. Cross-Department Coordination:
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> • Act as the liaison between customers, drivers, and sellers to ensure seamless operations.
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> • Collaborate with the operations team to identify and troubleshoot logistical problems related to deliveries.
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> • Work closely with other departments (e.g., tech team, marketing) to escalate and resolve issues impacting user experience.
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> 5. Ticket and Issue Management:
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> • Manage and prioritize support tickets across all channels, ensuring timely responses and resolutions.
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> • Document all support activities, issues,
and solutions in the CRM system to maintain clear communication records.
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> • Analyze trends in customer, driver, and seller issues to recommend process improvements.
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> 6. Night Shift Operations:
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> • Manage all support-related activities during the night shift, ensuring uninterrupted support for customers, drivers, and sellers.
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> 7. Process Improvements:
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> • Identify gaps in the support process and work with the team to implement improvements.
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> • Suggest automation or tools that can enhance response times and customer experience.
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> 9. Compliance & Policies:
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> • Ensure all support actions are in line with the company’s policies, procedures, and guidelines.
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> • Maintain confidentiality of all customer, seller, and driver data.
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> Skills and Qualifications:
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> • Proven experience in customer or support roles within an eCommerce or marketplace environment.
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> • Strong communication skills, both written and verbal.
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> • Ability to work under pressure and handle high-volume support tasks during night shifts.
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> • Excellent problem-solving skills and the ability to work independently.
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> • Familiarity with support software and tools (e.g., CRM, ticketing systems, Google Spreadsheets, WhatsApp Business Support).
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> Benefits:
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> - Competitive salary
> - Work from home
> - Opportunities for professional growth and development
> - A supportive and inclusive work environment
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> How to Apply:
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> Interested candidates are encouraged to submit their resume and a cover letter explaining their relevant experience and interest in the position to Please include "Support Specialist and Your full name" (Example - "Support Specialist - John Doe") in the subject line of your email.
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> If you are looking for an exciting opportunity to advance your career, please apply today! We look forward to reviewing your application.
▶️ Customer Support Specialist
🖊️ TiffinStash
📍 Coimbatore