Job Overview:
We are looking for an experienced and proactive Customer Support Manager to manage and lead our customer service team for a fast-growing D2C brand. The ideal candidate should have strong leadership skills, a customer-first mindset, and hands-on experience in handling high-volume support operations across multiple channels
Key Responsibilities:
- Lead, manage, and mentor the customer support team to deliver exceptional customer experience
- Handle escalations and ensure timely resolution of customer queries and complaints
- Monitor team performance, KPIs, and SLAs (TAT, CSAT, resolution rate, etc.)
- Improve customer satisfaction by implementing effective support strategies
- Coordinate with internal teams (operations, logistics, marketing) for issue resolution
- Train new team members and conduct regular performance reviews
- Maintain and optimize support processes, SOPs, and workflows
- Analyze customer feedback and suggest improvements in products/services
- Ensure smooth handling of queries across channels (calls, emails, chat, WhatsApp, social media
Requirements:
- 8-12 years of experience in customer support, with at least 5-7 years in a leadership role
- Prior experience in D2C / E-commerce brand is mandatory
- Strong communication and problem-solving skills
- Experience with CRM tools (Freshdesk, Zendesk, etc.)
- Ability to handle high-pressure situations and manage escalations
- Good understanding of order management, returns, refunds, and logistics processes
