Customer Support Team Lead

Reg. Address: Supremework 2nd Floor ILD Trade, Center Sohna Road Sector-47, Gurgaon, Haryana, India, 122018

About Us: What’s Up Wellness is transforming the health & wellness industry with our premium, easy-to

consume gummy supplements. Ranked #2 by Inc42 as India’s fastest-growing D2C brand, we are committed

to delivering holistic wellness experiences. Join us in our mission to make wellness fun and accessible We’re

looking for a dynamic and detail-oriented Customer Support Executive to join our lean, high-energy team.

Roles & Responsibilities:

• Lead, mentor, and manage the Customer Support team to achieve service quality, productivity, and customer

satisfaction targets.

• Monitor daily team performance, including response time, resolution rate, AHT, CSAT, and SLA adherence,

while driving continuous improvements.

• Handle customer escalations, resolve complex queries, and ensure a seamless customer experience across

calls, emails, chats, and social media.

• Conduct regular call audits, provide coaching and feedback, and identify training needs to enhance team

performance.

• Ensure effective workforce planning, shift management, attendance, and task allocation to maintain smooth

day-to-day operations.

• Prepare and analyze customer support MIS reports, identify process improvement opportunities, and

collaborate with cross-functional teams to resolve recurring customer issues.

Requirements:

• 3–5 years of experience in Customer Support, with at least 1 year in a Team Lead or supervisory role,

preferably in a D2C or e-commerce environment.

• Strong understanding of customer service metrics such as CSAT, AHT, SLA, FCR, and team productivity.

• Hands-on experience with CRM tools and customer support platforms.

• Excellent leadership, communication, coaching, conflict resolution, and stakeholder management skills.

• Strong analytical mindset with the ability to drive process improvements in a fast-paced environment.

Work from office

Location - Sohna Road, Gurgaon, sector 47

Shift - 10:00 AM to 7:00 PM

5.5 Days Working (Rotational Sat Off)

Why Join Us?

• Be part of India’s fastest-growing D2C brand in wellness

• Work in a dynamic, fast-paced environment with a young, passionate team

• Ownership & growth opportunities

• Competitive salary + perks in a high-impact role

• Shape the future of innovative health & wellness products