Role: Assistant Manager- Customer Support
Location: Gurugram
Experience: 3–5 Years
About: Fairdeal.Market
Fairdeal.Market is a rapidly growing B2B quick commerce company enabling businesses to access a wide
range of products with delivery in as little as 60 minutes. As we scale across dark stores, we are focused on
building a best-in-class customer experience function that ensures speed, accuracy, and trust at every
touchpoint.
Role Overview
We are looking for a Customer Experience Team Lead to take full ownership of the post-order customer
journey across complaints, returns, refunds, and retention. This role is critical in ensuring fast resolution,
strong process control, and a structured approach to identifying and eliminating recurring issues.
You will lead a calling team, manage escalations, and work closely with operations and supply chain teams
to ensure customer experience becomes a competitive advantage as the business scales.
Key Responsibilities
- Complaints & Escalation Management:
- Own all customer complaints end-to-end and act as the first escalation point
- Coordinate with warehouse, sales, and last-mile teams for issue resolution
- Ensure no complaint is closed without proper validation and sign-off
- Maintain strong follow-up to ensure timely closure
- Returns & Refund Management:
- Manage returns and cancellations including eligibility validation and pickup coordination
- Oversee refund approvals as per policy and ensure accurate credit processing
- Maintain logs for refunds and cancellations with clear reason tracking
- Identify patterns and flag issues impacting business or customer experience
- Root Cause Analysis (RCA):
- Drive structured RCA for recurring issues
- Publish weekly insights on key issues, root causes, and corrective actions
- Hold internal teams and vendors accountable for resolution and prevention
- Ensure corrective actions are implemented and tracked
- Team Management & Scheduling:
- Manage and lead the CX calling team
- Create and maintain weekly rosters ensuring full shift coverage (6 AM – 11 PM)
- Monitor team performance and step in during peak times or escalations
- Drive accountability and performance standards within the team
- Customer Retention & Engagement:
- Lead retention and dormant account reactivation initiatives
- Design call scripts and engagement strategies
- Track conversion and effectiveness of retention efforts
- Share insights with sales teams to improve customer retention
- Customer Feedback & Experience Metrics:
- Manage NPS tracking and post-resolution feedback
- Personally follow up with dissatisfied customers
- Share Voice of Customer insights with leadership on a regular basis
- Continuously improve processes based on customer feedback
- Process Improvement & SOPs:
- Build and document SOPs for complaints, returns, refunds, and escalations
- Continuously refine processes for efficiency and scalability
- Ensure standardization across all CX workflows
- Create playbooks that support scaling operations
Key Metrics You Own
Resolution TAT:
Post-resolution NPS: > 80 First Contact Resolution: > 75% Refund Leakage: Minimal Return %: Complaint Repeat Rate:
Dormant Account Reactivation: > 15% Shift Coverage: 100%
What We're Looking For
- 3–5 years of experience in customer experience, operations, or inside sales
- Background in FMCG, food-tech, B2B e-commerce, or quick commerce preferred
- Experience handling escalations and leading or managing teams
- Strong ownership mindset with focus on closure and accountability
- Ability to manage cross-functional coordination with warehouse and ops teams
- Strong communication skills for both calls and written interactions
- Comfortable working with data and tools like Google Sheets
Key Skills & Attributes
- Strong problem-solving and decision-making ability
- High ownership and accountability
- Ability to handle pressure and manage escalations effectively
- Process-driven mindset with attention to detail
- Strong interpersonal and team management skills
- Data-driven approach to improving customer experience
What You'll Get
- Opportunity to build and lead CX operations in a high-growth startup
- High ownership with direct impact on customer satisfaction and retention
- Exposure to supply chain and operations at scale
- Fast-paced and learning-driven work environment
- Career growth in a scaling organization
