Customer Service Manager (CSM)

At Tripmachine Company, we craft premium motorcycle accessories and lifestyle gear for riders across the world. With a community-first approach, we’ve built a loyal global rider base by combining exceptional products with exceptional service. We’re looking for a Customer Care Manager who can lead our customer engagement, build strong processes, and ensure every interaction reflects the Tripmachine promise.

Role Overview

As Customer Care Manager, you will:

• Lead and manage the customer care team to deliver seamless support across all channels (email, social media, chat, marketplaces, and calls).
• Own customer experience metrics (TAT, resolution quality, satisfaction scores, refund minimisation).
• Collaborate with sales, operations, and marketing to close feedback loops and improve service touchpoints.
• Train and mentor the frontline team to ensure alignment with company policies and brand tone.

Key Responsibilities

• Respond to and resolve queries within 24 hours across platforms.
• Ensure COD orders are confirmed and dispatched smoothly.
• Oversee manual dispatches, and prevent over-commitments.
• Conduct video support sessions for customers facing product usage/mounting issues.
• Create weekly/monthly reports on queries, complaints, and customer insights.

Education and Experience Requirements:

• 3+ years of customer care or customer success experience.
• High school diploma or equivalent.
• Strong leadership and team management skills.Strong understanding of customer service software.
• Excellent written and verbal communication in English.
• A proactive problem-solver with empathy and patience.
• Passion for motorcycling or lifestyle brands is a big plus.

What We Offer

• A chance to work with a fast-growing brand loved by riders.
• A culture that values customer-first thinking, creativity, and ownership.
• Competitive salary.
• Work alongside a tight-knit, passionate team that believes in the spirit of motorcycling.

How to ApplyIf you’re ready to take the wheel and lead customer care for a brand built by riders, for riders, send us your resume and a short cover note to careers@tripmachinecompany.com.

Job Types: Full-time, Permanent

Pay: ₹35,000.00 - ₹50,000.00 per month

Benefits:

• Paid sick time
• Provident Fund

Work Location: In person