About Us

Nexora Commerce — the engine behind Tudoholic

Nexora Commerce Pvt. Ltd. is the company building the technology, data, and operating systems behind Tudoholic — one of Nepal’s largest fashion and lifestyle e-commerce operations.

We run a high-velocity, cash-on-delivery model: products are discovered, sourced from China, imported, quality-checked, and delivered across Nepal at a scale that depends on serious operational discipline and careful team execution. The business is profitable, growing fast, and built on getting the small things right — order after order, customer after customer.

What makes the next phase different is scale. We are investing in our own systems and, just as importantly, in the teams who run the customer experience every day — the people who answer, validate, solve, reassure, and keep trust alive after every order.

The Founder’s Story

Ten years ago, this started as a few hundred orders a day. Today we move roughly a thousand orders every single day across Nepal — and behind that number is something easy to overlook: people. The teams who answer customers, validate orders, resolve confusion, and make sure every interaction feels human.

As we grow from one thousand orders a day toward five thousand, and then ten thousand, systems will matter. But the customer’s trust will still be shaped by the people they speak to when they need help. A calm answer, a clear update, and a fair resolution can decide whether someone buys from us again.

That is why we are investing in team leaders — people who can coach with patience, hold standards without drama, and turn a busy support floor into a team that takes pride in how it serves customers.

If that sounds like you, we would like to meet you. This is one of those roles.

Sagun

Founder & CEO, Nexora Commerce Pvt. Ltd.

Role 04 · We’re Hiring

Team Lead — Customer Service

The person who keeps customer support calm, clear, and trusted at scale.

What You’d Be Walking Into

• ~1,000 orders/day today, scaling toward 5,000 and then 10,000 over the next 2–3 years.
• A high-touch customer model: phone, email, WhatsApp, Viber, and other channels where speed, tone, and accuracy all matter.
• A trust-heavy business: 100% cash on delivery, 100% China-sourced, Nepal market — where the support experience often decides whether a customer returns.
• A team you can strengthen: the standards, coaching rhythm, KPIs, and service culture are ready for stronger ownership.

The Mission

Customer service is where trust becomes a conversation. Every call answered well, every order validated clearly, every complaint resolved with care, and every update given on time helps customers feel that Tudoholic stands behind what it promises.

We need a Team Lead who can run the daily rhythm of customer support, coach Customer Service Associates, manage escalations, and use service data to make the team better every week. The role is practical, people-first, and deeply tied to the customer experience.

What You’ll Own

• Daily service operations: oversee customer support across phone, email, WhatsApp, Viber, and other active communication channels.
• Response quality: make sure inquiries are answered on time, professionally, and in line with company standards.
• Order support: support smooth order validation, order processing, and customer communication from confirmation through resolution.
• Team leadership: lead, supervise, coach, train, onboard, and mentor Customer Service Associates with a clear performance rhythm.
• Escalations: act as the primary point of contact for complex customer issues, complaints, and urgent resolutions.
• Cross-functional coordination: work with operations, logistics, dispatch, inventory, procurement, and after-sales to resolve customer issues cleanly.
• Process & reporting: maintain reports and dashboards, monitor customer trends, improve SOPs, and turn service feedback into better workflows.

Who You Are

• 2+ years in customer service, customer support, e-commerce, operations, or team leadership, with hands-on experience supporting customers in a fast-moving environment.
• A steady people leader who can supervise a team, coach performance, and keep morale high during busy periods.
• A strong communicator in Nepali and English, with the judgment to handle sensitive or frustrated customers calmly.
• Analytical and organised: you can track KPIs, read service patterns, manage priorities, and keep the details from slipping.
• Comfortable with tools: Microsoft Excel, Google Sheets, customer support tools, and the reporting discipline that makes a team measurable.
• Educated to graduate or undergraduate level in management, business administration, marketing, customer service, IT, or a related field.

Bonus Points

• Experience managing customer service teams in e-commerce, retail, or service-based businesses.
• Familiarity with CRM systems, customer support platforms, and service quality monitoring.
• Experience tracking CSAT, response time, first-contact resolution, complaint resolution time, and team productivity.
• A practical instinct for process improvement and customer experience management.

What Success Looks Like

Within 6 months: response times are tighter, escalations are handled with more consistency, service quality is visible in reports, and the team has a clearer coaching and performance rhythm. Customers get faster answers, cleaner resolutions, and fewer repeated issues.

Why This Role, Why Now

As Tudoholic scales, customer support cannot depend on individual effort alone. It needs standards, coaching, dashboards, and calm leadership. Get this right now, while we are around a thousand orders a day, and you help build the service culture customers will feel as we grow.

How to Apply

Send your CV and a short note on a customer service team, escalation, or process improvement you handled well — what was happening, what you did, and what changed.

Apply to: hr@tudoholic.com

Subject: Team Lead — Customer Service — Your Name

Open to candidates in: Nepal

We read every application personally. If there’s a fit, you’ll hear from us.