ABOUT US

Nexora Commerce — the engine behind Tudoholic

Nexora Commerce Pvt. Ltd. is the company behind Tudoholic — one of Nepal's largest fashion and lifestyle e-commerce operations.

We run a high-velocity, cash-on-delivery model: products discovered, sourced from China, imported, quality-checked, and delivered across Nepal every day — at a scale that lives or dies on how well our teams execute. The business is profitable, growing fast, and built on getting the small things right, order after order.

What makes the next phase different is scale — and scale is built by people. We're investing in our own systems and, just as much, in the teams who run the operation every day: the people who keep quality high, customers cared for, and the whole machine moving.

The Founder's Story

Ten years ago, this was a few hundred orders a day. Today we move close to a thousand every day across Nepal — and behind that number is something easy to overlook: people. The teams who check, pack, answer, and follow up, order after order.

As we grow toward five and then ten thousand orders a day, our systems will matter — but our teams will matter more. Scale doesn't run itself. It's held together by people who care about the details, and by leaders who bring out the best in those around them.

So we're investing in team leaders, not just senior hires — people who can grow with us, lift the people beside them, and turn a group of individuals into a team that takes pride in the work. We'd rather grow leaders than rent them.

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

Sagun

Founder & CEO, Nexora Commerce Pvt. Ltd.

WE'RE HIRING

Team Lead – Return Management & After Sales

When an order goes wrong, you're the reason it still ends right.

What You'd Be Walking Into

• ~1,000 orders a day today, scaling toward 5,000 and then 10,000 — and every one is a potential return or question.
• A distinctive model: 100% cash on delivery, 100% China-sourced, Nepal market — where after-sales is exactly where trust is kept or lost.
• A function you can shape: the process, standards, and team culture are still being built.
• A company that backs its people with real ownership and real room to grow.

The Mission

After-sales is where our promise to customers becomes real. Every return handled quickly and fairly, every concern answered with care, is a customer we keep.

As we scale, this function has to grow up with us — tighter processes, clearer standards, and a team that takes pride in turning a problem into a reason to come back. Building that team, and that standard, is the job.

What You'll Own

• Returns, end to end: the full return journey — request, approval, pickup, processing, and completion — resolved on time and in line with policy, with a constant eye on turnaround and quality.
• After-sales support: a team that handles escalations and keeps customers updated on returns, refunds, replacements, and order issues, to a consistently high standard.
• Refunds & resolutions: refunds, replacements, and exchanges processed accurately and on time, with clean documentation and the right internal coordination.
• Your team: lead, mentor, and develop the Return Management & After Sales team — set responsibilities, run reviews, coach, and build a customer-first, solution-oriented culture on solid SOPs.
• Coordination: keep returns and after-sales moving smoothly across logistics partners, operations, dispatch, inventory, procurement, and customer service.
• Process & insight: own the SOPs, dashboards, and KPIs that make the operation measurable — and turn return trends and customer feedback into changes that cut returns and lift satisfaction.

Who You Are

• 2+ years in customer service, operations, after-sales, or e-commerce — including some experience leading or mentoring a team.
• A people-first leader: a clear communicator who stays calm under escalation and is good at resolving conflict.
• Analytical and organised: you manage by the numbers and keep many things moving at once without losing the detail.
• Comfortable in Microsoft Excel and Google Sheets, and genuinely customer-focused with a sharp eye for detail.
• Educated to undergraduate or graduate level in management, business administration, marketing, customer service, operations, or a related field.

Bonus Points

• Hands-on experience in return management, customer support, after-sales, or e-commerce operations.
• A track record handling customer escalations and complaint resolution.
• Familiarity with CRM systems and operational tools.
• Comfort tracking KPIs and team performance metrics.
• A feel for process improvement and cleaner workflows.

What Success Looks Like

Within a few months: returns and refunds move faster and closer to policy, repeat complaints drop, and customers walk away from a problem still willing to buy again. The team runs on clear SOPs and live dashboards rather than firefighting.

Measured on: return-resolution turnaround, refund accuracy and timeliness, return-request closure rate, customer satisfaction and retention, team productivity and service quality, fewer repeat complaints, and compliance with company policies and service standards.

WHY THIS ROLE, WHY NOW

Ads and algorithms can bring a customer in, but it's the return handled well and the question answered with care that brings them back. As we scale toward 10,000 orders a day, after-sales stops being a back office and becomes a front line. Get this right now, while we're at a thousand a day, and you set the standard customers will judge us by for years.

How to Apply

Send your CV and a short note on a returns or after-sales problem you've handled well — what was broken, what you did, and what changed.

Apply to: hr@tudoholic.com

Subject: Team Lead – Return Management & After Sales — Your Name

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