Rooftop
Website:
rooftopapp.com
Job details:
About Rooftop
Rooftop is a marketplace for creative products, experiences, and learning - connecting makers, artists, and educators with people who value craft, culture, and mindful living. We are an amazon for everything creative including services. Our platform hosts a curated network of providers - artisans, educators, and experience hosts - whose work spans handmade goods, immersive workshops, and creative learning journeys.
We are a small, agile team (10-12 folks) operating at the intersection of culture and commerce, and we hold ourselves to high standards of execution and care.
Role Summary
We're looking for an Operations Associate who is equally comfortable managing a spreadsheet, coordinating with an artist in Jharkhand, responding to a customer order query, and updating a product listing - often on the same day. This is a generalist role at the core of how Rooftop functions day-to-day.
You will own a broad set of responsibilities spanning provider management, e-commerce operations, customer support, and office administration. You're the kind of person who notices what's slipping, steps in without being asked, and takes genuine pride in keeping things running smoothly.
Key Responsibilities
Provider Operations
- Manage end-to-end provider onboarding - documentation, briefing, and platform setup
- Serve as the primary point of contact for provider queries, issues, and coordination
- Coordinate with artists and experience hosts on scheduling, content uploads, and listing accuracy
- Conduct periodic training sessions and briefings for new and existing providers
- Prepare and share provider-related summaries and operational update reports
- Handle B2B communication with providers in a professional, relationship-oriented manner
E-Commerce & Platform
- Create, update, and manage product and experience listings on the Rooftop platform
- Ensure listing quality: accurate descriptions, correct pricing, images, and metadata
- Develop a working understanding of e-commerce transactions - payment flows, order cycles, and platform backend
- Troubleshoot listing issues and coordinate fixes with internal teams or the platform backend
- Handle website-related operational tasks including content updates and provider-related web work
Order & Inventory Management
- Track, monitor, and update order statuses across the platform
- Liaise with providers and logistics partners to ensure timely fulfillment
- Manage inventory records - flagging low stock, coordinating replenishment, and maintaining accuracy
- Escalate and resolve order exceptions, delays, or customer complaints
Customer Support
- Handle inbound customer queries via email, chat, or phone in a warm and timely manner
- Resolve order issues, track deliveries, and coordinate refunds or replacements as needed
- Maintain a consistent, on-brand tone in all customer-facing communication
- Log support interactions and identify recurring issues for process improvement
Office & Administrative Operations
- Maintain and reconcile petty cash - daily tracking, receipts, and periodic reporting
- Manage all contacts database - status updates, tagging, and routine maintenance
- Maintain office filing systems and ensure documentation is organised and current
- Manage OTP-linked mobile numbers and office SIM/hardware inventory
- Handle office hardware - tracking, basic troubleshooting, and vendor coordination
- Maintain important documents including affidavits and legal/compliance files
What We're Looking For
Must-Haves
- Strong written and verbal communication - English and Hindi
- High comfort with digital tools: spreadsheets, platform backends, CRMs, WhatsApp Business
- Ability to handle multiple workstreams simultaneously without dropping the ball
- Sharp attention to detail - in data, in language, in process
- A sense of ownership: you don't wait to be told twice
Good to Have
- Prior experience in operations, e-commerce, or marketplace platforms
- Familiarity with creative industries, handicrafts, or cultural experiences
- Experience coordinating with artisans, freelancers, or small vendors
- Understanding of basic e-commerce workflows - orders, returns, listings, and payments
- Working in a startup ecosystem. Mindset for long working hours and hectic routine.
What You'll Get
- A front-row seat to building a marketplace that champions Indian creativity
- Broad exposure across operations, commerce, and community - this is not a siloed role
- A small, committed team where your work is visible and your impact is real
- Room to grow as the platform scales
Location
Mumbai – Fort Area (On-site)
Boojee Cafe Building
Work Days
Monday to Saturday
Timings
9:45 AM – 7:30 PM
Employment Type
Full-time
CTC Range
₹3 – 5 LPA
Experience
1–3 years
Click on Apply to know more.