{"id":2843140,"url":"https://alion.io/job/wishlink-lead-support-operations-customer-experience","title":"Lead - Support Operations (Customer Experience)","company":{"id":2783580,"name":"Wishlink","domain":"wishlink.com","url":"https://alion.io/company/wishlink-com","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":null},"role":"Marketing","role_family":"Marketing","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ChatGPT","optional":true}],"status":"live","first_seen_at":"2026-10-19T06:17:05Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-30T13:09:54Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"Lead - Support Ops (Customer Experience)\nAbout Wishlink\nWishlink is on a mission to revolutionize the creator economy and redefine how people shop. We're all about providing every user with a highly personalized shopping experience guided by creators, so they can find exactly what they want, in a very short time, while improving their online shopping experience severalfold. We are shaping a new era at the intersection of two of the most prominent aspects of the internet- e-commerce and social media.\nTeam and Investors\nWishlink was founded by3 friends from college, Chandan,Shaurya, and Divyansh, with a shared passion to solve real-world problems at scale and consume content for hours (XD). We started Wishlink in January 2022 when we discovered products on social media that we wanted to buy but could not (in some cases, actually did)! We are based out of Gurugram.We have recently raised a series B r ound of $17.5M backed by leading global investors including Vertex Ventures SE Asia & India, Fundamentum, and Elevation Capital.\nWhy Join Us?\nExciting Problem\nThe way people shop online is changing. Users are tired of spending hours browsing humongous catalogs on eCommerce marketplaces just to find a single piece of apparel they like. They need curation, and they need trusted reviews - which is what Wishlink is bringing with the help of content creators. Wishlink is at the forefront of this change, enabling users to shop in an easier and more exciting way.\nImmense Scale\nIn just 4 years of existence, Wishlink is used by over 900k users daily to discover and shop products online. This number has grown over 3x in the last 4 months.\nStellar Team\nWishlink is all about itspeople. Our business and engineering teams are young and energetic, come from stellar backgrounds, and are dedicated towards a common goal. Also, we have a LOT of fun!\nGrowth Opportunity\nWe have grown remarkably in the last 4 years and are doing a monthly GMV of over Rs. 450cr. We are working with over 50,000 content creators and 300+ brands and eCommerce marketplaces including Amazon, Flipkart, Myntra, Nykaa, Ajio, H&M, Savana (Urbanic), Only, Vero Moda, Libas, Aurelia, Mama Earth, and many more.\nWishlink presents an exciting opportunity for you to contribute to and grow within the creator-enabled eCommerce space, have the chance to work at an emerging consumer-tech startup and be an integral part of this dynamic journey.\nWhat would you be doing?\nOwn real-time queue management - monitor live chat queues, drive FRT and SLA adherence, and intervene before breaches\nTrack queue health (concurrency, backlog, longest-waiting chat) and proactively flag fires to agents and cross-functional teams\nShare hourly ops updates: planned vs. available headcount, shrinkage, occupancy, and adherence\nOwn roster - manage shifts, breaks, and re-planning to protect SLA during volume swings\nAct as L1 escalation for complex queries, resolving in real time before routing to the manager\nMaintain shift handover notes - queue status, pending chats, open escalations, and ongoing issues\nTrack agent attendance, adherence to SOPs; coach on CSAT/QA dips in real time\nWhat are we looking for?\n4+ yrs of customer experience with atleast 1 year of team handling experience.\nHands-on command of live chat ops and core metrics: SLA, FRT, AHT, CSAT, shrinkage, occupancy, adherence\nAnalytical mindset - dives into queue data, spots patterns, runs RCAs, proposes solutions\nOutstanding written & verbal communication; clear, persuasive, and able to de-escalate\nThrives in a fast-paced, high-growth startup - comfortable with ambiguity and rapid change\nStrong ownership and a get-it-done attitude, takes end-to-end accountability for queue health\nBias for action - move fast, makes real-time calls, follows through\nThrives in startup environment - has built support processes, SOPs, and workflows from scratch in a 0→1 setup is a plus\nPerks and Benefits\nWe are committed to providing the best environment for you to thrive in. To help with this, we have the following benefits available for all our employees.\nCompetitive Salary, Generous ESOPs, and Relocation Bonus\nIncentives as per performance\nLearning & Development Programs with a Dedicated Budget\nCompany sponsored newsletters and books\nChatGPT Subscription\nRegular Team Outings\nDiscounted Health Plans & Gym Memberships\nIndustry insights on growing your social media if you are a (aspiring) creator\nExperience Wishlink\nExplore our Creator App:iOS |Android\nExplore our Shopping App:iOS |Android\nTeam\nShaurya Gupta - Founder & CEO\nDivyansh Ameta - Founder & COO\nChandan Yadav - Founder & CTO\nTeam\nDeep Anmol Singh - Head of Revenue & Customer Experience\nPriyanka Khera - Program Manager- Customer Experience","description_format":"text","description_chars":4732,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Gym membership"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Sea Freight","E-commerce Platforms","Influencer Marketing"],"lifecycle":[{"event":"open","at":"2026-10-19T09:56:47Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":10,"expected_fill_days":73,"reasons":["conf:1","win:early"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/wishlink-lead-support-operations-customer-experience","json_url":"https://alion.io/job/wishlink-lead-support-operations-customer-experience.json","meta":{"generated_at":"2026-10-30T14:07:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1428,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2783580},"rest":"https://alion.io/mcp/rest/get_company?id=2783580"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwishlink-lead-support-operations-customer-experience"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwishlink-lead-support-operations-customer-experience"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwishlink-lead-support-operations-customer-experience"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wishlink-lead-support-operations-customer-experience\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwishlink-lead-support-operations-customer-experience"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2843140}},{"tool":"search_jobs","arguments":{"company":"wishlink.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2843140},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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