Senior Customer Support Executive

Company DescriptionVerge Scale is a growth platform that acquires, develops, and scales eCommerce brands into thriving 8–9 figure businesses. By leveraging data-driven marketing, strong brand strategies, operational precision, and conversion optimization, Verge Scale empowers under-optimized or early-stage brands to achieve sustainable growth.As the parent company behind multiple successful eCommerce ventures (including OLB), Verge Scale provides end-to-end support across growth marketing, supply chain management, customer experience, and team-building. We focus on execution-first strategies to build scalable, category-leading brands.Role DescriptionWe are hiring a Senior E-commerce Customer Support Executive / Order Confirmation Lead to own and elevate our customer support and order confirmation operations.This is a hands-on leadership role. You will actively handle calls and NDRs while also managing, guiding, and improving the performance of junior support executives. Your work will directly impact customer experience, delivery success rate, and RTO reduction.This is a remote, performance-driven role requiring strong communication skills, sales mindset, and people management ability.Key Responsibilities1. Order Confirmation & Sales (Voice)Personally handle high-volume COD order confirmation callsConfirm delivery details, assess buyer intent, and reduce fake/unwanted ordersApply advanced objection-handling techniques to save cancellationsAct as a role model for the team with strong conversion performance2. NDR & Delivery Management (Top Priority)Own and resolve complex NDR cases (RTO risk, address issues, delayed deliveries)Coordinate with courier partners for rescheduling, re-attempts, and escalationsTrain junior executives on best practices for NDR handlingContinuously work to reduce RTO and failed delivery percentages3. Team Management & MentorshipManage and support a small team of customer support/order confirmation executivesMonitor call quality, confirmation rates, and daily performance metricsProvide feedback, coaching, and on-the-job trainingEnsure SOPs are followed and improved over timeStep in during peak volume or escalations and lead by example4. Order Fulfillment & Operations (Admin)Oversee order processing, shipping label generation, and dispatch readinessEnsure confirmed orders move smoothly from confirmation to shipmentIdentify operational gaps and suggest process improvements5. Inbound Customer Support (Voice)Handle escalated inbound calls related to delivery delays, complaints, or order issuesResolve issues efficiently to prevent cancellations and negative customer experienceMaintain high customer satisfaction while balancing business outcomesWhat’s In It For You?Monthly Salary: ₹40,000 – ₹50,000 (based on experience & performance)Leadership Exposure: Opportunity to manage and build a support teamCareer Growth: Clear path to full-time leadership or operations roles within Verge ScaleWork From Home: 100% remote roleWho We Are Looking ForExperience:2–4+ years of experience in customer support, order confirmation, Sales, BPO or telesales (eCommerce preferred)Prior experience managing or mentoring team members is a strong plusExcellent Communication:Fluent in English(Mandatory) & HindiConfident, persuasive, and professional on callsSales-Oriented Mindset:Strong objection handling and negotiation skillsUnderstands customer psychology and buying intentLeadership & Ownership:Comfortable taking responsibility for team performanceCan work alongside the team, not just superviseExecution-Focused:Results-driven, disciplined, and process-orientedCan handle pressure during high-volume sales periods

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