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.
Requirements
- 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.
Benefits
- 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.
How Jobgether Works
We use an
AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
