Assistant Manager: Operations & Customer Experience

We are a DTC Shapewear brand, dealing in women's shapewear, we are a young team of dynamic individuals, looking for like-minded people to join our team and work with us.

Position Overview:

We are looking for a highly motivated and customer-centric individual to join our team as a Operations and Customer Support. Someone who has an interest in fashion, clothing and shapewear would be preferred. As the first point of contact for our customers, you will play a crucial role in ensuring a positive and seamless experience. The ideal candidate is not only an excellent communicator but also possesses a genuine passion for resolving customer issues and fostering customer satisfaction.

Key Responsibilities:

Multichannel Communication:

• Respond promptly and professionally to customer inquiries via email, chat, social media, and other communication channels.
• Ensure consistent and accurate communication across all platforms.

Customer Satisfaction:

• Address customer concerns, provide product information, and offer solutions to ensure customer satisfaction.
• Strive to exceed customer expectations in every interaction.

Collaboration with Other Teams:

• Work closely with other departments, including product development, marketing, and logistics, to resolve customer issues and improve overall customer experience.
• Provide feedback to internal teams based on customer interactions to contribute to product and service improvements.

Problem Resolution:

• Investigate and analyze customer issues, providing effective and timely solutions.
• Escalate complex issues to the appropriate teams and follow up to ensure resolution.

Documentation and Reporting:

• Maintain accurate records of customer interactions and transactions.
• Generate reports on customer feedback, common issues, and trends to inform the company's decision-making process.

Continuous Improvement:

• Stay informed about product updates, policies, and industry trends to provide accurate information to customers.
• Proactively identify opportunities to improve processes and enhance the overall customer support experience.

Qualification:

• 2–3 years of experience in operations, customer experience, or e-commerce (fashion or D2C brand preferred).
• Excellent written and verbal communication skills.
• Ability to handle multiple stakeholders and multitask under pressure.
• Working knowledge of tools like Shopify, WhatsApp Business, Gorgias/Zendesk, Excel, etc.
• Strong problem-solving skills with an eye for detail and process optimization.
• A customer-first mindset with a positive and empathetic approach.
• Interest in fashion, retail, or women’s lifestyle products is a bonus.