About Us
The Luxury Closet is a company born in Dubai, the heart of luxury in the Arabian Peninsula, where we are redefining the world of luxury. We seek to challenge the norms and build a sustainable company that is loved and admired, and inspires the modern-day luxury consumer.
Our aim is to unlock and curate the most valuable and exclusive closets from around the world.
What do we offer
A young, dynamic and forward-thinking environment
Fast paced and very short decision times for changes
A canvas for you to truly excel
99% of uptime on sunshine
Key Responsibilities
- Team Leadership & Performance Management
- Lead, coach, and motivate a team of Customer Support Executives.
- Drive daily/weekly KPIs including response time, resolution rate, CSAT, and productivity.
- Conduct regular 1:1s, performance reviews, and coaching sessions.
- Manage team schedules, attendance, and ensure adequate coverage during peak
hours.
- Operational Excellence
- Monitor conversations to ensure quality, accuracy, and adherence to guidelines.
- Manage escalations promptly and coordinate with internal teams for issue resolution.
- Identify gaps in processes and recommend improvements.
- Maintain dashboards, daily reports, and workflow trackers.
- Quality Assurance
- Ensure the team follows tone, etiquette, and SOPs for all communication.
- Work closely with QA to improve communication quality and reduce repeated issues.
- Conduct refresher trainings and updates whenever SOPs change.
- Customer Experience
- Ensure excellent customer experience through proactive issue handling.
- Analyze customer feedback and identify themes for improvement.
- Drive initiatives to improve NPS/CSAT and reduce repeat queries.
- Stakeholder Communication
- Collaborate with Product, Operations, Marketing, and Tech teams on customer-related
issues.
- Send daily/weekly updates to management on overall performance and key insights.
Required Skills & Qualifications
- 5+ years of overall experience in Customer Support, with 2+ years in a Team
Lead/Assistant Manager role.
- Strong experience in multi-channel support, WhatsApp preferred.
- Excellent communication and problem-solving skills.
- Ability to handle difficult customers and escalations professionally.
- Strong analytical skills and comfort with dashboards/Excel/CRM tools.
- Experience managing hybrid or remote teams (preferred).
- Ability to thrive in a fast-paced, high-growth environment.
What We're Looking For
- A people-first leader who can motivate and guide teams.
- Someone who is disciplined, organized, and takes ownership.
- A leader who can balance empathy with performance.
- Comfortable working in a hybrid setup 23 days from office.
Work Mode & Schedule
- Hybrid role: 23 days/week from Gurugram office.
- 6 Days a week, rotational week off
