Job Description
Team: Support
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Merchant Support in India.
This leadership role is responsible for shaping and scaling a global merchant support organization that directly impacts customer experience across international markets. You will oversee end-to-end merchant operations, ensuring high-quality support delivery, process efficiency, and continuous improvement across multiple channels including email, chat, and voice. The role requires a strong balance of strategic leadership and hands-on operational execution, with accountability for performance metrics, team development, and service excellence. You will work closely with cross-functional partners across operations, finance, product, and supply chain to drive alignment and improve merchant satisfaction at scale. This is a high-impact position suited for a leader who thrives in fast-paced, data-driven environments and is passionate about building high-performing teams and customer-centric systems. Your work will directly influence merchant trust, operational scalability, and global service quality.
Accountabilities:
- Lead and scale the end-to-end merchant support function, ensuring consistent, high-quality service delivery across global markets and support channels.
- Define and execute the strategy for merchant operations in alignment with broader business goals and cross-functional stakeholders.
- Monitor and improve key performance indicators (KPIs) and OKRs, using data-driven insights to identify gaps and drive operational improvements.
- Build, coach, and develop high-performing support teams, fostering a culture of accountability, engagement, and continuous improvement.
- Oversee workforce planning, budget management, and headcount strategy in partnership with finance and leadership teams.
- Drive process optimization and innovation to improve merchant experience, reduce friction, and increase operational efficiency.
- Act as a key escalation point and advocate for merchant needs across internal teams, ensuring feedback translates into actionable improvements.
- Establish governance frameworks, documentation, and reporting systems to ensure operational consistency and scalability.
- 10+ years of overall professional experience with at least 5+ years in operations leadership within BPO, customer support, or large-scale service organizations.
- Proven experience scaling and managing global or large distributed support teams in high-growth environments.
- Strong track record of driving operational excellence, process improvement, and customer experience transformation.
- Experience working with ecommerce, supply chain, or merchant-facing support environments is highly desirable.
- Strong analytical skills with the ability to interpret data, define KPIs, and derive actionable insights.
- Excellent leadership, communication, and stakeholder management skills across global cross-functional teams.
- Ability to balance strategic vision with hands-on execution in a fast-paced, high-accountability environment.
- Demonstrated ability to lead change, manage complex operations, and deliver measurable business outcomes.
- Remote-first work opportunity with structured shift-based flexibility (IST evening/night coverage).
- Competitive compensation package aligned with leadership responsibilities.
- Comprehensive medical, term life, and accidental insurance coverage.
- Generous leave policy including casual, earned, public holidays, and parental leave benefits.
- Quarterly wellness days to support work-life balance and well-being.
- Work-from-home allowance and support for remote setup needs.
- Opportunity to work in a high-growth global tech environment with strong ownership culture and AI-enabled productivity tools.
Requirements:
Benefits:
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Date Posted
06/03/2026
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