Operations & Customer Support Coordinator

Location: Surat (Gujarat), India

Job Type: Full-Time, Onsite

Experience Level: 3-6

Apply Here:https://forms.clickup.com/5745749/f/5fb2n-343076/3NSIRUDJM4I03414BU

About Us

GEMGEM is a C2C luxury jewellery marketplace built for the U.S. market. We connect buyers and sellers of high-value natural diamond jewellery through a platform focused on trust, authenticity, and secure transactions.

Role Overview:

The Operations & Customer Support Coordinator will manage GEMGEM’s daily marketplace operations and provide high-quality support to buyers and sellers. This role ensures smooth order fulfillment, coordination with refurbishment/IGI partners, and efficient handling of customer inquiries, all from our India office.

Key Responsibilities:

Operations:

• Manage logistics for pre-owned jewelry, including pickup, shipping, and handovers with IGI and refurbishment/resizing partners.
• Track all orders, ensuring timely processing, verification, and fulfillment.
• Maintain accurate operational records, including shipment logs and status updates.
• Assist in implementing process improvements to optimize efficiency.
• Collaborate with GEMGEM teams in the US and HK to ensure workflow alignment.

Customer Support:

• Serve as the primary point of contact for GEMGEM buyers and sellers on-site.
• Assist with KYC verification, payment follow-ups, and platform guidance.
• Resolve inquiries, disputes, or transaction issues professionally and efficiently.
• Maintain a clear record of customer interactions in GEMGEM’s systems (ClickUp or internal tools).
• Report recurring issues and improvement suggestions to the CEO.

Requirements

• Strong written and spoken English.
• High attention to detail and ability to manage multiple operational tasks simultaneously.
• Positive, proactive attitude with a solution-oriented mindset.
• Comfortable handling high-value items and sensitive transaction data with discretion.
• Experience in e-commerce or marketplace operations preferred but not mandatory.
• Ability to work independently in an on-site, fast-paced environment.

Performance Metrics / KPIs:

• On-time order fulfillment rate (target: 95%+).
• Average customer response time and satisfaction ratings.
• Accuracy of operational reporting and record-keeping.
• Reduction of repeat operational errors or complaints over time.

Compensation & Benefits:

• Competitive India-market salary with performance-linked bonuses.
• Opportunity to grow into senior operations or marketplace management roles.
• Fully on-site position in Surat office with exposure to international operations.

Pay: ₹30,000.00 - ₹70,000.00 per month

Benefits

• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person