Customer Service Manager

About Westbury Kommerce:

Westbury Kommerce is an end-to-end eCommerce enablement company, helping brands grow their D2C, omnichannel and marketplace businesses. We bring together technology, sales, merchandising, operations, and supply chain management under one roof; powering brands across their own websites, marketplaces, and retail channels.

We work with some of India's most premium national consumer brands, and our Customer Service team sits at the heart of what we promise our customers every day.

The Role:

We're looking for an experienced Customer Service Manager to lead our D2C support operations across chat, email, and voice. This is a hands-on leadership role - you'll own the day-to-day functioning of a team of 25–30 people (Agents, Team Leads, QA, and Trainers), and be accountable for service quality, team performance, and customer satisfaction.

Beyond managing the team, you'll act as a control tower for operations - tracking delivery issues, reverse logistics, NDRs, NPRs and refund disputes, and working closely with logistics, tech, and brand teams to resolve them. You'll also own the follow-through on customer satisfaction survey feedback, digging into the root causes of negative scores and driving real fixes.

If you thrive in a fast-paced eCommerce environment, enjoy solving operational puzzles, and know how to get the best out of a support team; this role is built for you.

What you will do:

Team Leadership

•      Lead, coach, and develop a team of 25–30 people including Agents, Team Leads, QA analysts, and Trainers.

•      Run regular huddles, performance reviews, and one-on-ones to keep the team motivated, accountable, and growing.

•      Own workforce planning across channels during peak sale events and high-volume periods.

Service Delivery & Escalations

•      Ensure the team consistently meets SLAs, quality standards, and response benchmarks across chat, email, and voice.

•      Manage high-priority escalations: including order delays, wrong deliveries, refund disputes, and logistics failures with speed and ownership.

•      Coordinate with operations team, logistics partners, store ops, and brand teams to drive timely resolutions.

•      Build and maintain a service recovery framework, including compensation guidelines and failure response playbooks.

Quality & Customer Satisfaction

•      Oversee quality audits across all support channels; translate findings into actionable feedback for agents and trainers.

•      Track and improve key metrics: CSAT, First Contact Resolution (FCR), Average Handle Time (AHT), reopen rate, and SLA adherence.

•      Analyse customer satisfaction survey data, especially around delivery and refunds, to identify recurring pain points and lead initiatives to fix them.

•      Reduce repeat contacts through better resolution quality, self-service improvements, and proactive communication.

Control Tower & Operations

•      Own the control tower function: monitor non-delivery reports (NDRs), reverse logistics, RTO trends, and proactively reach out to affected customers.

•      Ensure seamless support coverage during peak events, sale periods, and operational disruptions.

•      Partner with Product and Tech teams to surface systemic gaps and push for fixes at the root level.

Reporting & Process Improvement

•      Publish regular reports on contact volume, CSAT, SLA adherence, FCR, AHT, and Customer Happiness Index.

•      Present escalation patterns, RCA findings, and improvement roadmaps in business reviews and leadership forums.

•      Identify automation opportunities to reduce manual work and improve resolution speed.

•      Keep SOPs, escalation matrices, and the knowledge base current and fit for purpose.

What we are looking for:

Experience: 8–10 years in customer service operations, with at least 3–4 years in an eCommerce or D2C environment

Team Size: Proven track record leading large support teams (20+ people) with measurable performance improvements

Beyond the basics, here's what will make you stand out:

•      Strong grasp of eCommerce operations: you understand the full customer journey, from order placement through delivery, returns, and refunds.

•      Hands-on experience managing escalations involving logistics, reverse logistics, NDRs, and refund workflows.

•      Confident with data: you're comfortable in Excel, can build and read dashboards, and know how to do a proper root-cause analysis.

•      Experience with CRM platforms, omnichannel support tools, chatbots, and automation.

•      Ability to work across functions and influence without authority and know how to get things done across teams.

•      Experience building or improving training programmes, SOPs, escalation matrices, and self-service journeys.

Role Details:

Location: Bengaluru (on-site)

Reporting To: Head of Operations

Team Size: 25–30 (Agents, Team Leads, QA, Trainers)

Channels: Chat, Email, Voice

Education: Graduate or Postgraduate in any discipline