Customer Care Manager

Job Description

At BVUR Innovations , we deliver smart tech, marketing, and branding solutions that drive real brand value. As part of this role, you’ll be working with FurrCrew , our fast-growing pet-care app known for its seamless service and pet-parent-first approach. Role Profile – Customer Service Support Manager Job Location – Pune, India You’ll Be Responsible For: Managing a team of 4–5 Customer Support Executives and ensuring service quality. Owning escalations and resolving complex customer issues via chat, email, and calls. Monitoring daily operations and support metrics to improve efficiency and response time. Coordinating with operations and tech teams to resolve recurring issues. Training the support team and standardising response guidelines and processes. Generating support performance reports for internal review. Skills & Requirements: 3–4 years of experience in customer support, preferably in service-based mobile apps, tech & e-commerce. Strong communication and team management skills. Proficiency with CRM platforms and customer support tools. Calm, empathetic, and solutions-oriented approach to problem-solving. Highly organised with a focus on timely and accurate issue resolution. Instagram Link to our FurrCrew Instagram Page - https://www.instagram.com/furrcrewofficial/ Job Type: Full-time Pay: Up to ₹800,000.00 per year Benefits: Food provided Paid sick time Paid time off Provident Fund Schedule: Day shift Monday to Friday Ability to commute/relocate: Gultekdi, Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Required) Application Question(s): How many years of experience do you have managing a customer support team? Have you handled customer support for a B2C service (like food delivery, e-commerce, or subscription apps)? How many years have you worked in customer support for a mobile app or tech platform? Have you created or managed standard operating procedures (SOPs) for support? We must fill this position urgently. Can you start immediately? Work Location: In person