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 the Company
Datastraw Technologies is a tech-enabled operations partner helping fast-growing D2C and e-commerce brands scale customer experience and backend operations. We work closely with emerging consumer brands across customer support, retention operations, abandoned cart recovery, reviews management, WhatsApp support, social media support, and operational coordination. Our environment is fast-paced, execution-heavy, and ownership-driven. We work in lean teams where every individual plays a critical role in maintaining operational quality and client trust.
Role Overview
We are hiring an experienced Operations Analyst to manage day-to-day customer support operations across multiple D2C and e-commerce brands.
This role is ideal for candidates who have experience handling escalations, team coordination, quality monitoring, customer experience, and operational execution in fast-paced environments.
You will work closely with the Operations Manager to ensure smooth execution, maintain service quality, and support operational growth across different client accounts.
Key Responsibilities
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Manage daily customer support operations across multiple brands
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Handle customer escalations and ensure timely resolutions
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Monitor SLA adherence, queues, and workload distribution
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Coordinate with internal teams including logistics and warehouse operations
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Support, guide, and mentor customer support associates
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Conduct quality checks and provide feedback to team members
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Participate in client coordination and operational review discussions
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Maintain reports and operational trackers using Google Sheets or Excel
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Identify operational gaps and suggest process improvements
Requirements
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At least 1 year of experience in Customer Support, Operations, CX, or Team Handling
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Experience in D2C, e-commerce, BPO, startup, or customer operations environments preferred
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Strong communication and stakeholder management skills
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Experience handling escalations, team coordination, or quality monitoring
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Familiarity with tools like Freshdesk, Zendesk, Shopify, Interakt, QuickReply, Zoko, Wati, etc. is a plus
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Good knowledge of Google Sheets and Excel
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Ability to manage multiple tasks in a fast-paced environment
What You’ll Gain
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Exposure to fast-growing D2C and e-commerce brands
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Leadership and operational ownership opportunities
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Hands-on learning across CX, retention, quality, and operations
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Direct interaction with clients and operations leadership
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Growth opportunities into Operations Management roles
Important Note - This role is designed for individuals who want to build operational leadership capabilities in start-up and D2C ecosystems. We are looking for people who are willing to take initiative, solve problems, improve systems, and grow with the company over the long term.
