Customer Service Manager

Position Title:

Education:

Experience

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Role Description

We are seeking a highly experienced and data-driven Customer Support Manager to lead and scale our multi-channel customer experience function for D2C websites. The ideal candidate has proven experience in Customer Service, operations management, process automation, performance optimization, and cross-functional collaboration. The role will be responsible for driving service excellence, improving customer satisfaction, optimizing turnaround times, increasing resolution efficiency, and reducing repeat contacts through structured governance, automation, and process improvements.

Key Responsibilities

• Lead, mentor, and develop customer support teams across channels including email, chat, voice, WhatsApp, and social media.
• Conduct huddles, performance reviews, and structured coaching to drive accountability and productivity.
• Ensure adherence to SLAs, response standards, and service excellence Manage high-priority escalations including logistics issues, order delays, incorrect deliveries, claims, and refund disputes.
• Coordinate with stores, logistics partners, product, marketplace, and brand teams to ensure timely resolution.
• Implement service failure recovery strategies including compensation framework and root-cause improvement plans.
• Monitor quality audits across channels, share feedback and action plans with agents and trainers.
• Track CSAT, AHT, and contact reason trends to identify improvement areas and reduce repeated contacts.
• Drive closure rate improvements, first-contact resolution, and customer communication excellence.
• Identify and execute automation opportunities to reduce manual dependencies and enhance workflow efficiency.
• Refine SOPs, escalation matrices, and knowledge base content in collaboration with product and training teams.
• Lead initiatives aimed at achieving faster resolution commitments
• Publish reports covering contact volume, Customer Happiness Index Metrics, CSAT, SLA adherence, and contact centre metrics (FCR, AHT, SLA, CSAT, reopen rate, Customer Happiness Index).
• Analyze escalation patterns and operational gaps to recommend and implement corrective actions.
• Own control tower functions including non-delivery reporting, reverse logistics monitoring, and proactive outreach.
• Partner with Product, Tech, Logistics, Store Ops, and Brand teams to streamline CX initiatives and close systemic gaps.
• Represent customer sentiment data in business reviews, RCA presentations, and improvement forums.
• Ensure seamless support during peak events and sale spikes, including delivery delays, returns, refunds, exchanges, NDR, RTO, and reverse logistics.

Requirements:

• 8–10 years of experience in customer service operations, preferably in eCommerce/retail.
• Strong leadership, team management, and stakeholder alignment skills.
• Proven experience leading large support teams with measurable improvements.
• Demonstrated expertise in escalations, logistics coordination, refunds, return workflows, and reverse logistics.
• Strong analytical and reporting abilities (Excel, dashboards, RCA frameworks).
• Experience working with CRM platforms, automation tools, chatbots, and omnichannel systems.
• Ability to manage multiple stakeholders and influence without authority.
• Experience in designing or refining training modules, SOPs, escalation matrices, and self-service journeys.