Customer Support Manager

Location: Kanchan Fashion, Chandni Chowk, Delhi

Timings: 10:30am - 8:00pm | Mon-Sat

Salary: 20,000 - 25,000/month

Employment Type: Full-time

About Us

Kanchan Fashion is one of India's leading bridal and ethnic wear brands, serving customers across India through online platforms, video appointments, and in-store experiences. We deliver luxury, trust, and exceptional service and now we're looking for a strong leader to elevate our customer experience even further.

Role Overview

We are seeking a highly driven and emotionally intelligent Head of Customer Support to lead and scale our support operations across WhatsApp, Instagram, phone calls, website chat, and video appointments. The ideal candidate has a strong understanding of customer psychology, team management, escalation handling, and service excellence.

Key Responsibilities

• Manage WhatsApp inquiries and ensure fast, accurate, and warm responses.
• Oversee Instagram DM queries and ensure high-quality brand communication.
• Monitor and improve the customer experience across video shopping calls and post-purchase support.
• Reduce response time, increase customer satisfaction, and improve conversion from inquiry to sale.
• Collaborate with sales, operations, and marketing teams to resolve complex issues.
• Handle escalations personally with professionalism and empathy.

Requirements

• 2+ years of customer support experience
• Strong communication skills (English & Hindi).
• Ability to manage high-volume queries with grace and speed.
• Experience in handling high-value luxury/bridal customers (preferred).
• Data-driven mindset with experience in reporting and metrics.
• High emotional intelligence and conflict-resolution skills.

What We Offer

• Opportunity to lead customer experience for one of India's fastest-growing bridal brands.
• A dynamic and supportive work environment.
• Growth and leadership opportunities as the brand expands.