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Role: Our client is looking for a highly motivated Support Operations Manager to oversee our growing support function and ensure seamless operations for our B2B SaaS platform. In this role, you will lead and mentor a team of Customer and Technical Support Specialists, drive process improvements, and act as the escalation point for complex technical issues. Your work will directly impact customer satisfaction, retention, and the overall success of client's support delivery.
Responsibilities:
Team Leadership and Operations Management:
- Supervise, mentor, and coach a team of Customer and Technical Support Specialists.
- Monitor team performance through KPIs (e.g., response time, resolution time, CSAT).
- Set goals, conduct regular one-on-ones, and support career development.
- Drive hiring, onboarding, and training of new support team members.
Customer Support Oversight:
- Oversee the resolution of high-impact or escalated customer issues.
- Maintain a high level of customer satisfaction by ensuring timely and quality responses.
- Continuously assess team workloads and adjust resource allocations to ensure optimal coverage.
Process Improvement and Strategy:
- Develop and implement support processes, SLAs, and quality assurance measures.
- Identify patterns in support tickets and collaborate with product/engineering to mitigate recurring issues.
- Lead initiatives to improve ticket deflection through documentation, self-service resources, and product enhancements.
Cross-functional Collaboration:
- Act as the voice of the customer internally by sharing feedback with Product, Engineering, and Customer Success teams.
- Work closely with QA and Product teams during feature rollouts or product updates.
- Participate in product roadmap discussions and influence support-related enhancements.
Tools, Reporting, and Documentation:
- Maintain and optimize support systems (Hubspot, JIRA, etc.).
- Generate and share regular reports on support metrics with leadership.
- Ensure the creation and maintenance of internal and external knowledge bases.
Qualifications and Skills:
- Experience: 8+ years in a technical support role, with at least 4 years managing or leading a support team in a B2B SaaS environment.
- Technical Skills: Hands-on experience with troubleshooting web-based applications, APIs, and cloud platforms.
- Leadership: Proven ability to lead high-performing support teams and handle escalations under pressure.
- Customer Orientation: Strong customer-first mindset with excellent problem-solving skills and empathy.
- Communication: Exceptional verbal and written communication skills.
- Tools: Proficiency with support tools such as Hubspot, JIRA, Zendesk, or similar platforms.
- Analytical Mindset: Ability to use data to identify trends, measure success, and drive decisions.
Preferred Qualifications:
- Experience supporting enterprise-level B2B clients.
- Familiarity with wholesale, distribution, or e-commerce platforms.
- Exposure to working in the US/EST time zones or supporting global customers.
Benefits:
- Opportunity to work with a fast-growing B2B SaaS company making a tangible impact in the wholesale and distribution space.
- Collaborative and inclusive work environment.
- Competitive salary and benefits package.
- Opportunities for growth and professional development.
Role location: Bengaluru, Koramangala Office, 5 days WFO.
** Please only apply if your qualifications match the required description**
- Managing, nurturing and converting inbound leads into sales opportunities
- Identifying potential prospects using initiative and creativity, to generate outbound lead opportunities
- Actively seeking new sales opportunities through cold outreach, networking, and social media
- Gathering feedback from customers or prospects and share with internal teams
- Maintaining well organised, up-to-date and accurate sales information and activity reports in a CRM system.
- Meeting personal sales targets
- Ensuring efficient management of the sales pipeline using those processes
What you need to have:
- Strong understanding of sales and FMCG retail/ wholesale
- Demonstrated success in building and maintaining sales pipeline
- Deep understanding of user service
- Knowledge of running CRM based sales teams and hitting targets
- Problem solver, Empathetic, Energetic, Curious
- Regional Languages known (Bengali, Oriya, Telugu, Tamil, Kannada and other regional language from Central and Eastern India)
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- Talking to and converting leads, prospecting and discovering opportunities, negotiating deals, and as well as maintaining customer relations.
- Managing, nurturing and converting inbound leads into sales opportunities
- Identifying potential prospects using initiative and creativity, to generate outbound lead opportunities
- Actively seeking new sales opportunities through cold outreach, networking, and social media
- Gathering feedback from customers or prospects and share with internal teams
- Maintaining well organised, up-to-date and accurate sales information and activity reports in a CRM system.
- Meeting personal sales targets
- Creating and managing all processes throughout the sales cycle from start to finish
- Ensuring efficient management of the sales pipeline using those processes
What you need to have:
- Demonstrated success in building and maintaining sales pipeline + farming accounts.
- Conversant with CRM and basic analytics.
- Preferably in FMCG sales
- Strong understanding of sales and FMCG retail/ wholesale
- Deep understanding of user service
- Deep knowledge of running CRM based sales teams and hitting targets
- Problem solver, Empathatic, Energetic, Curious