Customer Care Manager

Key Responsibilities

• Customer Support Leadership: Build, train, and lead a customer care team of 5 to deliver prompt, empathetic, and consistent support across all channels.
• System Setup & Management: Implement and manage CRM / CMS tools (e.g., Freshdesk, Zoho, Zendesk); set up and optimize WhatsApp Business API; manage Exotel / cloud telephony systems.
• Process Design: Develop and document customer care SOPs, escalation paths, and response frameworks to ensure operational efficiency.
• Performance Monitoring: Track and improve SLAs, response times, CSAT/NPS scores, and team KPIs.
• Cross-functional Collaboration: Work closely with Product, Operations, and Marketing teams to channel customer insights into meaningful improvements.
• Customer Experience Ownership: Be the voice of the customer within the company — ensuring that empathy and brand values guide every customer interaction.

Requirements

Experience:

• 4–7 years in Customer Support / Customer Experience, preferably within consumer electronics, D2C, or startup ecosystems.
• Proven experience in setting up and managing CRM / CMS tools, WhatsApp Business setups, and Exotel or similar systems.
• Prior experience leading small to mid-sized customer care teams.

Skills & Attributes:

• Excellent communication and interpersonal skills.
• Strong leadership and mentoring capabilities.
• Analytical and data-driven decision-making mindset.
• Highly organized, proactive, and adaptable to change.
• Startup-ready attitude — hands-on, resourceful, and collaborative.

Why Join Us?

• Opportunity to build from scratch and shape the customer experience strategy for a bold new tech brand.
• Work on innovative products that blend emotional resonance with cutting-edge technology.
• Ownership, autonomy, and visibility from day one.
• Vibrant, fast-paced culture based in Bangalore, India.

Job Types: Full-time, Permanent

Pay: ₹1,000,000.00 - ₹1,500,000.00 per year

Work Location: In person