Customer Service Support Manager

Role: Customer Support Manager

Industry: Retail - Women's Ethnic Wear Brand

Location: Chetpet, Chennai

About the Role:

We are looking for an experienced and passionate Customer Support Manager to lead our support team. You'll be the voice of the brand for our customers — ensuring that every interaction reflects the elegance, warmth, and trust that our ethnic wear brand stands for.

Responsibilities:

Lead and manage the customer support team to deliver exceptional service across channels (phone, email, WhatsApp, social media).

Handle escalated queries, complaints, and returns, ensuring prompt and empathetic resolution.

Develop SOPs for handling order-related issues, size and fitting queries, delivery timelines, and payment concerns.

Collaborate with the operations, sales, and marketing teams to ensure a seamless customer journey.

Gather customer feedback and insights to improve product offerings and services.

Monitor daily D2C order tracking, including order allocation rules, logistics coordination as needed, tracking unfulfillable orders, delivery turnaround times (TAT), and escalating logistics issues for delayed shipments.

Manage daily customer returns, verifying RTO and RTV delivery updates, conducting quality checks, and raising disputes with logistics, as well as escalating logistics issues for delayed pickups and in-transit returns.

Oversee Google reviews, Play Store reviews, and social media interactions.

Prepare and share reports on orders and returns.

Key Skills:

Excellent verbal and written communication skills.

Strong leadership and team management abilities.

Experience in handling D2C (Direct-to-Consumer) customer service for fashion or lifestyle brands.

Problem-solving mindset with a calm and empathetic approach.

Familiarity with CRM tools and ticketing systems like Freshdesk, etc.

Preferred Qualifications:

Bachelor's degree.

Prior experience in fashion, retail, or ecommerce (women's ethnic wear experience is a big plus).

Fluency in HINDI is mandatory