Associate Director – Engage 360

Gurgaon

Department Engage360

Job posted on July 2, 2025

Employee Type permanent

Experience range 8 to 10 Years

Job Type: Permanent	Job Title: Associate Director – Engage 360
Location: Gurugram	Reporting Into: Head of Engage 360
ABOUT SHIPROCKET
We’re on a mission to make e-Commerce simple, accessible and trustworthy. We enable e-Commerce sellers with AI driven technology and dependable services encompassing conversion, order fulfillment, shipping, buyer communication, returns management, and more. Our platform leverages data, workflows and supply chains at scale, providing sellers with just about everything they need to provide a delightful customer experience. WEBSITE: www.shiprocket.com
WHAT IS IT LIKE WORKING AT SHIPROCKET
We are committed to the following success traits that embody our culture and how we work together to accomplish great things and be a Great Place to WIN!
ROLE OVERVIEW
Shiprocket is seeking an experienced Associate Director to lead Customer Support for our Engage Tool, with additional responsibility for driving sales and customer engagement. This is a strategic leadership role focused on delivering exceptional customer experiences, scaling support operations, and contributing directly to revenue growth.
KEY RESPONSIBILITIES
Customer Support Leadership: Oversee the end-to-end customer support function for the Engage Tool, ensuring highquality, omnichannel service delivery. Design and implement support workflows, knowledge bases, and self-service resources to maximize efficiency and customer satisfaction. Lead, mentor, and develop a high-performing support team, fostering a culture of excellence and continuous improvement . Integrate automation and AI-driven solutions to scale support operations without compromising on quality . Sales & Revenue Enablement: Collaborate with sales and product teams to identify upsell and cross-sell opportunities within the customer base . Drive adoption, renewals, and expansion of the Engage Tool, working closely with Customer Success and Sales teams to achieve revenue targets . Analyze customer feedback and support data to inform product enhancements and goto-market strategies. Customer Engagement & Advocacy: Build strong relationships with key clients, acting as their advocate within Shiprocket to ensure their needs are met and expectations exceeded . Develop and execute customer engagement programs to increase retention, satisfaction, and NPS.
REQUIREMENTS
Bachelorʼs/Masterʼs degree in Business, Technology, or related field. 8+ yearsʼ experience in SaaS/e-commerce customer support, with at least 3 years in a leadership role; proven track record in sales or revenue enablement . Strong analytical, communication, and stakeholder management skills. Experience with support automation, CRM, and analytics tools. Demonstrated ability to lead teams, drive operational excellence, and deliver on ambitious targets.