Manager - Customer Support & Operations

About Us:

Since 2017, ClickPost has been the post-purchase intelligence platform that turns logistics complexity into a competitive advantage for the world's leading retailers, including Walmart, Nykaa, Mars, Adidas, Bluestone, GIVA, Kapiva, and 450+ brands across India, Southeast Asia, the Middle East, and North America. Through a single API, our platform manages tracking, exceptions, and returns across 600+ pre-integrated carriers, with AI allocating every shipment to the optimal carrier and resolving delivery issues before orders fail.

And we're not standing still. We're actively building the agentic layer for post-purchase, from AI voice agents like Parth to a growing suite of agents that resolve delivery exceptions, confirm orders, and recover lost sales. This is real, in-production AI, live with customers today.

We process 50M+ shipments every month, helping brands cut failed deliveries and where-is-my-order queries while converting more returns into exchanges. We're one of the rare companies operating at the intersection of cutting-edge AI, enormous scale, and a brand respected across the global SaaS and e-commerce world. Our core values of transparency, continuous learning, ownership, and speed, plus a team that includes several ex-startup founders, make this a place that's both fast-moving and rich with opportunities to learn. Our vision is to become the global standard for post-purchase intelligence, where logistics complexity never limits a brand's growth

Role Overview

The Manager - Customer Support & Operations is a strategic leadership role responsible for driving exceptional customer experience. This role focuses on understanding customer needs, ensuring satisfaction, and delivering solutions. The ideal candidate will possess a blend of strategic thinking, customer-centric focus, and technical expertise to lead cross-functional teams in delivering innovative solution

Roles and Responsibilities

1.Team Leadership:

• Build, mentor, and lead a high-performing team focused on customer experience and product solution
• Foster a collaborative and innovative team culture

2. Performance Metrics:

• Establish and monitor key performance indicators (KPIs) related to faster and efficient customer onboarding, satisfaction, retention, and loyal
• Regularly monitor numbers and improve the processes according

3.Customer Experience Strategy:

• Design and execute a comprehensive customer experience strategy aligned with company goals
• Foster a customer-centric culture across the teams.
• Implement improvements to streamline and enhance the customer experience
• Present strategies, progress, and outcomes to executive leadership and stakeholders.

4.Cross-Functional Collaboration:

• Work closely with the Product, Engineering, and Sales teams to ensure effective setup of processes, communication, and collaboration across departments.

5.Hands-on:

• Capable of identifying the root cause of issues and resolving them effectively when necessary.

Experience Required

• 7 + years of experience in customer experience and strategy within the SaaS industry, with a proven track record of leading customer-centric initiatives.
• Demonstrated curiosity and willingness to experiment with AI tools and emerging technologies.
• Experience using AI-powered platforms for customer support, workflow automation, analytics, documentation, or operational efficiency.
• Ability to identify opportunities where AI can improve customer experience, reduce manual effort, and scale support operations.

Skills

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Analytical mindset with keen attention to detail.
• Exceptional problem-solving capabilities.
• Strategic thinker with a customer-focused approach.
• Technical proficiency in APIs and Postman.

Perks & Benefits

We are committed to offering competitive benefits programs for all our employees and enhancing our programs when necessary.

• Competitive salary package with performance-based bonuses.
• Comprehensive health insurance coverage for you and your dependents.
• Flexible working hours with hybrid work arrangement.
• Generous paid leaves and holidays.
• Continuous learning and professional development opportunities.
• Employee assistance program for mental health and well-being support.
• Supportive and inclusive work culture promoting diversity and collaboration.