Associate Manager - Operations - Seller Experience

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3 months old

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About the Team

You'll be part of the Seller Insights & Services Team at Meesho's Monetisation team as an Assistant Manager/Manager - Operations, You will be focusing on enhancing revenue streams by resolving seller issues. Leading the Priority Seller Support channel, you'll ensure timely resolution of all seller concerns as a project owner. 

Our team of over 25 professionals is dedicated to empowering sellers for online business growth. We collaborate closely with Product, Finance, Business Growth, and Analytics teams to facilitate profitable business expansion for suppliers nationwide.

At Meesho, we prioritize work-life balance, offering flexible schedules and fostering a vibrant team culture. Beyond work, we enjoy various recreational activities like gaming, discussing literature and films, and casual gatherings. In essence, Meesho promises both professional growth and a fulfilling, enjoyable experience.

About the Role

As an Associate Manager / Manager - Operations for Seller Support at Meesho, you will play a pivotal role in ensuring seamless operations and exceptional support for our sellers. You will lead a team dedicated to providing top-notch assistance to sellers, addressing their queries, resolving issues, and driving overall satisfaction. This role requires a blend of leadership, e-commerce expertise, strong communication skills, and a passion for customer satisfaction.

What you will do

  • Lead and manage a team of support associates, providing guidance, coaching, and mentorship to ensure high performance and adherence to quality standards.
  • Oversee day-to-day operations of the Priority Seller Support team, including handling escalations, monitoring performance metrics, and implementing process improvements.
  • Utilize e-commerce experience to drive seller satisfaction and retention, leveraging insights to identify opportunities for enhancement.
  • Demonstrate excellent communication skills to effectively liaise with internal stakeholders and external partners, fostering strong relationships and collaboration.
  • Utilize advanced Excel skills to analyze data and derive actionable insights, driving informed decision-making.
  • Familiarity with tools like Kapture and Freshdesk to streamline support processes and enhance efficiency.
  • Utilize SQL knowledge to extract and manipulate data for reporting and analysis purposes (an advantage).
  • Uphold a strong understanding of Meesho's processes and policies, ensuring compliance and consistency across operations.
  • Foster a positive team environment, encouraging collaboration, innovation, and continuous learning.
  • Demonstrate adaptability and resilience in response to changing business needs, maintaining composure in critical situations and driving results with a sense of urgency.

    • What you will need

  • Bachelor's degree in a relevant field with minimum 3 years of experience in team handling, preferably in an e-commerce or customer support environment.
  • Strong communication skills, both verbal and written, with fluency in English.
  • Excellent Excel skills and familiarity with Microsoft Office products.
  • Proficiency in tools like Kapture and Freshdesk (preferred).SQL knowledge is an advantage.
  • Proven track record of driving operational excellence and delivering results.
  • Strong analytical skills with a customer-centric mindset.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to change with flexibility and resilience.
  • Demonstrated leadership capabilities with the ability to inspire and motivate a team.
  • Strong interpersonal skills and the ability to build relationships across diverse teams and stakeholders.
    • About us 

    Welcome to Meesho, where every story begins with a spark of inspiration and a dash of entrepreneurial spirit. We're not just a platform; we're your partner in turning dreams into realities.

    Our Mission

    Democratising internet commerce for everyone- Meesho (Meri shop) started with a single idea in mind -to be an e-commerce destination for the next billion Indian consumers and enable 100 million small businesses to succeed online. We provide sellers with a range of industry-first benefits such as zero commission and the lowest shipping cost.  Over 1.75 million sellers are registered on Meesho, growing their business by tapping the company’s massive customer base, state-of-the-art tech infrastructure, pan-India logistics at the lowest cost through third-party logistics providers in an 'Everyday Lowest Cost' channel for sellers. Affordable, relatable merchandise mirroring local markets has helped us make inroads with first-time internet users in the country. We cater to an underserved and unique customer base and cover every serviceable pincode in the country. Our unique business model and continuous innovation has enabled us to become the first Indian horizontal E-commerce company.

    Culture and Total Rewards

    Our focus is on cultivating a dynamic workplace characterized by high impact and performance excellence. We prioritize a people-centric culture, dedicated to hiring and developing exceptional talent. Total rewards at  Meesho comprises of a comprehensive set of elements - monetary, non monetary, tangible and intangible in nature. Our 11 guiding principles, or "Mantras," are the backbone of how we operate -  influencing everything from recognition and evaluation to growth discussions. Daily rituals & processes like “Reflections”, “Listen or Die” , Internal Mobility Program, Talent Reviews, Continuous Performance Management - all  embody these principles. 
    We provide market leading compensation - both cash and equity-based - specific  to job roles, individual experience and skill along with our employee centric benefits and work environment. We focus extensively on holistic wellness - through our MeeCare Program - encompassing benefits and policies across physical, mental, financial, and social wellness aspects. This includes extensive medical insurance benefits for employees and their families, wellness initiatives like telehealth, wellness events, and gym & recreational discounts etc. To support work-life balance, we provide generous leave policies, parental support benefits, retirement benefits, and learning and development assistance. Through gratitude for stretched work, personalized gifts, engagement & fun at work - we promote employee delight at the workplace. Many other benefits such as salary advance support, relocation assistance, and flexible benefits plans further enrich the Meesho employee experience.

    Know more about Meesho here : https://www.meesho.io/