SeniorFull TimeEN
Reporting Manager: Global Customer Support Manager
Working Schedule: Monday - Fri, 10am-7pm
Location: Hybrid/Mumbai One BKC
We are looking for a highly proactive, operationally sharp, and people-first Support Manager to lead the day to day operations of our Buyer Operations and Support teams. In this role, you will oversee the teams responsible for managing supplier workflows and supporting our global marketplace. You will play a critical role in ensuring that orders are sourced, confirmed, and processed in line with customer requirements, helping to maintain the high fulfillment standards our customers expect. As the Team Lead for the PO & Support teams at Nivoda, you will be responsible for the full lifecycle of purchase orders from initial placement with global suppliers through to arrival at our quality control hubs. Your focus will be on removing operational friction, scaling efficient processes, and driving strong fulfillment performance across the marketplace. Alongside operational delivery, you will lead and develop a fast-paced, high-performing support team dedicated to ensuring our suppliers feel supported, valued, and set up for success on the platform. This role bridges day to day operational execution with strategic improvements, including team development, process optimization, and alignment across global offices to ensure a seamless buying experience.
Team Leadership & Development
Lead, mentor, and develop the Buyer Operations and Support teams to ensure high performance and strong engagement.
Foster a culture of accountability, ownership, and continuous improvement within the team.
Manage team capacity, scheduling, and workload distribution to ensure timely handling of orders and supplier inquiries.
Support hiring, onboarding, and training of new team members.
Purchase Order & Supplier Operations
Oversee the end-to-end lifecycle of purchase orders, from placement with global suppliers through to arrival at quality control hubs.
Ensure all orders are sourced, confirmed, and processed in line with customer specifications and timelines.
Work closely with suppliers to ensure clear communication, timely confirmations, and efficient order processing.
Identify and resolve operational issues that may impact order fulfillment or customer experience.
Operational Excellence
Continuously review and optimize workflows to remove friction and improve efficiency across supplier operations.
Maintain and improve fulfillment performance, ensuring the team consistently meets service level targets.
Use data and reporting to monitor team performance, identify trends, and drive operational improvements.
Implement scalable processes to support marketplace growth.
Supplier Support & Relationship Management
Ensure suppliers receive responsive, high-quality support and feel valued as partners on the platform.
Work cross-functionally with internal teams to resolve supplier-related issues and improve supplier experience.
Drive initiatives that strengthen supplier engagement and operational alignment.
Cross-Functional Collaboration
Act as a key operational bridge between Support, Supply, Logistics, and other global teams.
Ensure alignment across offices to maintain consistent processes and communication standards.
Escalate and manage operational risks that may impact order flow or customer delivery timelines.
Data-Driven Strategy
Monitor KPIs such as Order-to-Confirmation time, Supplier fulfillment rates, Response times, CSAT, time to resolve and error rates. Use these metrics to drive team strategy and report to senior leadership.
The Operational Pro: You have at least 2-3 years in a leadership/supervisory capacity. Diamond knowledge would be preferred.
The Problem Solver: You don’t just flag issues you come with three possible solutions and a recommendation.
Tech-Savvy: Proficiency in Excel/Sheets, logistics tools, and time-based performance tracking
Communication Ace: You can navigate conversations with a diamond supplier in Mumbai, a developer in London, and a customer service rep in New York with equal ease.
Adaptable: Nivoda moves fast. You thrive in environments where "the way we did it last month" might not be the best way to do it today.
Opportunity to shape a high-impact function in a rapidly scaling company
Flexible work culture with entrepreneurial ownership
Generous paid time off and wellness policies health insurance, and benefits package
Work in a fast-paced, globally connected, innovation-first environment
