Shiprocket is seeking an experienced Associate Director to lead Customer Support for our Engage Tool, with additional responsibility for driving sales and customer engagement. This is a strategic leadership role focused on delivering exceptional customer experiences, scaling support operations, and contributing directly to revenue growth.

Skills

• Automation testing
• Operational excellence
• Analytical skills
• Customer support
• Continuous Improvement
• Customer Engagement
• Stakeholder Management
• CRM

Requirements

• Job Role Associate Director -Engage 360
• Job Type Full Time
• Workplace Type Onsite
• Industry Technology, Information and Internet

Secondary locations

About

Not provided

Responsibilities

1. Oversee the end-to-end customer support function for the Engage Tool, ensuring highquality, omnichannel service delivery.
2. Design and implement support workflows, knowledge bases, and self-service resources to maximize efficiency and customer satisfaction. Lead, mentor, and develop a high-performing support team, fostering a culture of excellence and continuous improvement .
3. Integrate automation and AI-driven solutions to scale support operations without compromising on quality .

1. Collaborate with sales and product teams to identify upsell and cross-sell opportunities within the customer base .
2. Drive adoption, renewals, and expansion of the Engage Tool, working closely with Customer Success and Sales teams to achieve revenue targets .
3. Analyze customer feedback and support data to inform product enhancements and goto-market strategies.

1. Build strong relationships with key clients, acting as their advocate within Shiprocket to ensure their needs are met and expectations exceeded .
2. Develop and execute customer engagement programs to increase retention, satisfaction, and NPS.

Other Requirements

• Bachelor s/Master s degree in Business, Technology, or related field.
• 8+ years experience in SaaS/e-commerce customer support, with at least 3 years in a leadership role; proven track record in sales or revenue enablement .
• Strong analytical, communication, and stakeholder management skills.
• Experience with support automation, CRM, and analytics tools.
• Demonstrated ability to lead teams, drive operational excellence, and deliver on ambitious targets.

Good to have

Not provided

About the Company

We’re on a mission to make eCommerce simple, accessible and trustworthy

We enable eCommerce sellers with AI-driven technology and dependable services encompassing conversion, order fulfillment, shipping, buyer communication, returns management, and more.

Our platform leverages data, workflows and supply chains at scale, providing you with just about everything you need to provide a delightful customer experience.