Customer Service Support Manager

Customer Support Manager

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About MARS Cosmetics

MARS Cosmetics is a well-known beauty brand based in New Delhi. We believe in innovation, diversity and making premium-style beauty products accessible. We’re growing fast, both online and offline, and are committed to offering high-quality solutions for our customers.

Role Summary

As Customer Support Manager - You will be the key bridge between our customers, internal operations, and product teams—ensuring prompt resolution of customer queries, driving continuous improvement in service processes, and supporting the brand ambition of ‘makeup for everyone. Your job is to make sure customers get quick, correct and friendly help across all channels (phone, email, chat, social). You will also work with other teams — product, logistics, store operations — to help improve our service, drive fewer problems, and make customers happier.

Key Responsibilities

• Manage the customer support team: set targets, monitor performance, coach team members and ensure they meet service standards.
• Make sure customer questions, complaints and issues are handled quickly and with empathy.
• Create and maintain support workflows, guidelines (SOPs), knowledge base and training materials so team has clear processes to follow.
• Use feedback and data (customer complaints, trends, resolution times, satisfaction scores) to spot recurring issues and work with other departments (product, logistics, operations) on improvements.
• Act as the main escalation point for serious or urgent customer issues, coordinating across teams to resolve root causes.
• Train new and existing Team Member : help them build strong communication skills, product knowledge, system usage and customer-service mindset.
• Track key support metrics (e.g., first response time, resolution time, customer satisfaction, repeat complaints) and report to senior management with insights and improvement ideas.
• Ensure support operations follow brand guidelines and customer-promise standards (quality, tone of voice, brand values).

Key Skills & Experience

• 4-7 years of experience in customer support or service operations; at least 1-2 years in a role managing a small team or taking leadership responsibility.
• Good understanding of support systems/tools (CRM, ticketing, live chat, knowledge-base) and ability to improve processes.
• Strong verbal and written communication skills; friendly, customer-first mindset; calm under pressure when dealing with escalations.
• Analytical mindset: you should be comfortable looking at numbers, spotting trends and suggesting improvements.
• Experience or understanding of retail/online business or beauty industry is a plus (because MARS has both store and online presence)
• Ability to train, coach and motivate a support team.
• Proficiency in Microsoft Office (Excel, PowerPoint) and comfort presenting data to senior management.
• Able to adapt in a fast-moving growth environment.
• A bachelor’s degree (in any discipline) is preferred.

What We Offer

• A chance to work with a rapidly growing beauty brand committed to innovation, diversity and quality.
• A role that gives you ownership: you’ll shape how we provide customer support, make real improvements and influence brand experience.
• A friendly, collaborative culture where your voice matters and you can grow as the company grows.
• Competitive salary and benefits aligned with the mid-senior level role.