Hiring Customer Support Manager

Key Responsibilities

• Lead, mentor and manage the Customer Support team to ensure smooth day-to-day operations.
• Monitor team performance and drive achievement of key customer service KPIs.
• Handle and resolve complex customer issues and escalations effectively.
• Develop, implement and continuously improve SOPs, workflows and escalation processes.
• Identify recurring customer issues and work with internal teams to address the root cause.
• Manage customer queries related to various E-commerce platforms, orders, products, deliveries, returns, replacements and service-related issues.
• Coordinate closely with E-commerce, Order Processing, Logistics, Accounts, IT and Operations teams.
• Analyse customer support data and prepare MIS reports, performance reports and actionable insights for management.
• Improve response time, resolution time, customer satisfaction and overall support efficiency.
• Train, coach and develop team members to improve their communication, product knowledge and customer-handling skills.
• Identify opportunities for process automation, technology implementation and operational improvements.
• Ensure appropriate team coverage and smooth functioning of operations across shifts.
• Build a customer-centric culture focused on quality, ownership and timely resolution.

What We Are Looking For

We are looking for someone who has:

• 712 years of experience in Customer Support / Customer Service / E-commerce Operations.
• Proven experience in team management and leadership.
• Experience working in a product-based company, E-commerce organisation or consumer products environment.
• Strong understanding of E-commerce customer support processes and marketplace-related queries.
• Hands-on experience in creating SOPs, streamlining processes and implementing operational improvements.
• Strong analytical, problem-solving and decision-making abilities.
• Excellent ability to manage customer escalations and challenging situations.
• Strong cross-functional coordination skills.
• A proactive approach towards identifying problems and implementing solutions.

Communication Skills – A Key Requirement

Excellent English communication skills are mandatory.