Assistant Manager-Customer Support

Assistant Manager – Customer Support

Location: Ahmedabad, India

Employment Type: Full-time

Experience: 5–8 years

About Us – On2Cook

At On2Cook, we are redefining the future of cooking. Our patented device combines Induction and Microwave technologies, enabling food to be prepared 70% faster, with 50% less energy consumption, and maximum nutrient retention.

Globally recognized and featured on Shark Tank India, On2Cook is an award-winning leader in kitchen technology (CES Innovation Award, iF Design Award, German Innovation Award). If you are passionate about food, innovation, and culinary excellence, this is your chance to cook up a bold career.

About the Role

At On2Cook India Pvt. Ltd., we’re not just building smart cooking devices — we’re building trust.

And that means when something breaks down, you don’t.

We’re looking for a hands-on Assistant Manager – Customer Support who starts as a one-man (or one-woman) army, and over time, builds an unbeatable team of problem-solvers. Someone who can juggle appliance breakdowns, warranty claims, replacements, logistics chaos, and customer calls — all while staying as calm as a simmering dal.

If “customer first” is your reflex, not your policy — welcome home.

What You’ll Be Doing (and Loving)

Customer Support Operations

• Handle complaints, breakdowns, and warranty requests with the speed of a pressure cooker whistle.
• Manage service calls, ticketing systems, and after-sales coordination that feels effortless to customers (even if it takes ten calls behind the scenes).
• Ensure every issue is closed with empathy, precision, and maybe even a smile emoji.

Team Building & Management

• Start as a one-person powerhouse — and slowly build, train, and lead your dream team of support legends.
• Mentor your team to stay cool under pressure, and warmer in tone.
• Instill the “customer first” mindset — not just in training sessions, but in every conversation.

Logistics & Coordination

• Coordinate with warehouses, couriers, and vendors to ensure replacements and parts move faster than excuses.
• Work closely with the operations and service teams to make sure every customer feels prioritized, not parked.

Customer Experience & Relationship Management

• Turn complaints into loyalty stories — and angry customers into brand advocates.
• Follow up like a pro until every issue finds closure (and every customer finds peace).
• Keep the “human” in customer support — empathy, understanding, and a touch of humor go a long way.

Reporting & Continuous Improvement

• Track KPIs like TAT, CAPA, resolution time, and NPS — and use them to make things better, not just prettier.
• Spot trends before they turn into trouble and push for smarter systems and smoother processes.

Who You Are

• 5–8 years in customer support, preferably in appliances, hardware, or anything that has a mind of its own.
• Strong communicator, quick thinker, and cool-headed problem solver.
• You treat every customer as if they signed your paycheck — because, technically, they do.
• You believe empathy isn’t a soft skill — it’s a power move.
• Educational Background:Bachelor’s degree in business, marketing, hospitality, or a related field; MBA is preferred.
• Sales Acumen
• Strong understanding of sales principles, lead nurturing, and customer engagement strategies.
• Communication & Customer Service Skills:
• Excellent verbal and written communication skills with a customer-focused approach.
• Ability to handle objections, resolve issues, and build rapport with clients.
• Leadership & Collaboration:
• Proven ability to lead and motivate a team to achieve targets.
• Strong interpersonal skills to work effectively across departments.
• Technical Proficiency:
• Proficient in using CRM software and sales tools, along with Microsoft Office Suite (Word, Excel, PowerPoint).
• Time Management & Problem-Solving:
• Highly organized with the ability to multitask and meet deadlines in a fast-paced environment.
• Strong problem-solving skills and a results-oriented mindset.

Why On2Cook

At On2Cook, you’ll lead a team that doesn’t just fix problems — it builds trust, one call at a time.

We don’t just care for our customers; we cook for them, too.