Program Manager - Support Operations: Wishlink

About Wishlink

Wishlink 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.

Team and Investors

Wishlink was founded by 3 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 A round of $7M, led by Fundamentum & Elevation Capital.

Why Join Us?

Exciting Problem

The 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.

Immense Scale

In just 3 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.

Stellar Team

Wishlink is all about its people. 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!

Growth Opportunity

We have grown remarkably in the last 3 years and are doing a monthly GMV of over Rs. 150cr. We are working with over 10,000 content creators and 250+ brands and eCommerce marketplaces including Amazon, Flipkart, Myntra, Nykaa, Ajio, H&M, Savana (Urbanic), Only, Vero Moda, Libas, Aurelia, Mama Earth, and many more.

Wishlink 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.

What would you be doing?

• Ops Management:
• Oversee daily operations of the Creator Support Team, ensuring efficient and high-quality service across all channels, with a focus on chat support
• Develop and implement standard operating procedures (SOPs), policies, and best practices to streamline support processes and maintain consistency
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, ensuring compliance with service level agreements (SLAs)
• Team Leadership:
• Manage and mentor a team of support representatives, providing guidance, training, and feedback to enhance their skills and performance
• Plan and oversee staffing levels, schedules, and resource allocation to ensure adequate coverage across various support channels
• Strategic Initiatives:
• Analyse operational data, trends, and creator feedback to identify areas for improvement and optimise processes
• Collaborate with cross-functional teams to address the root causes of creator issues and enhance the overall creator experience
• Manage the implementation and effective use of support tools, technologies, and systems
• Enable support automation by integrating AI-driven solutions such as chatbots and self-service tools to improve efficiency and scalability
• Leverage generative AI to enhance response accuracy, personalise interactions, and automate repetitive tasks, allowing the team to focus on more complex queries
• Stay up to date with the latest trends and advancements in customer service technology to ensure the team has the tools required to deliver the best creator experience
  
  

What are we looking for?

If you are a content creator yourself or have worked closely in the social media space - we like you already :)

• Business-oriented problem-solving mindset
• Bachelor’s degree in Engineering or a STEM field from a Tier 1 or Tier 2 institute.
• 2-3 years of experience in scaling and managing support operations, preferably in SaaS or consumer tech organizations
• Proficient in support tools and technologies, with a deep understanding of industry best practices
  
  

Perks And Benefits

We 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.

• Competitive Salary, Generous ESOPs, and Relocation Bonus
• Learning & Development Programs with a Dedicated Budget
• Company sponsored newsletters and books
• ChatGPT Subscription
• Regular Team Outings
• Discounted Health Plans & Gym Memberships
• Industry insights on growing your social media if you are a (aspiring) creator
  
  

Experience Wishlink

Explore our Creator App: iOS | Android

Explore our Shopping App: iOS | Android

Team

Shaurya Gupta - Founder & CEO

Divyansh Ameta - Founder & COO

Chandan Yadav - Founder & CTO

Team

Deep Anmol Singh - Hiring Manager

Lokesh Lakhani - Program Manager

Ashwin Shrivastava - Product Manager