Customer Support Lead-D2C Consumer Electronics Brand

We are a fast-growing Direct-to-Consumer (D2C) brand selling innovative consumer electronics across Amazon, Flipkart, and other marketplaces in India . We pride ourselves on delivering exceptional customer experiences and are looking for a Customer Support Manager to lead our support team and handle marketplace escalations efficiently. Job Role & Responsibilities: 1.Team Leadership: Manage and mentor a team of customer support executives. Set performance benchmarks, conduct training, and ensure high productivity. Monitor response times, resolution rates, and customer satisfaction (CSAT/NPS). 2.Marketplace Escalations & Complaints: Handle high-priority customer escalations from Amazon, Flipkart, and other platforms . Resolve negative reviews, A-to-Z claims, return/refund disputes, and seller performance metrics . Coordinate with marketplace support teams to resolve policy-related issues. 3.Process Improvement: Develop and optimize SOPs for customer queries, returns, and refunds . Implement chatbots, FAQs, and self-help tools to reduce ticket volume. Analyze customer pain points and work with product teams for improvements 4.Performance Metrics & Reporting: Track CSAT, response time, first-contact resolution (FCR), and order defect rate (ODR) . Generate weekly/monthly reports on support performance and marketplace feedback. 5.Cross-functional Collaboration: Work with logistics, operations, and marketplace teams to streamline order fulfillment and reduce complaints. Escalate technical/product issues to the relevant teams for resolution. Skills & Qualifications: 3+ years of experience in e-commerce customer support , preferably in consumer electronics . Strong understanding of Amazon Seller Central, Flipkart Seller Hub, and other marketplace policies . Experience handling escalations, returns/refunds, and seller performance metrics . Excellent communication (written & verbal) in English and Hindi (regional languages a plus). Proficiency in CRM tools (Freshdesk, etc.) and Excel/Google Sheets . Problem-solving mindset with a customer-first approach . Why Join Us? Be part of a fast-growing D2C brand with a strong online presence. Opportunity to build and scale the customer support function . Competitive salary + performance incentives. Flexible work culture. Job Type: Full-time Pay: ₹30,000.00 - ₹37,000.00 per month Benefits: Leave encashment Paid sick time Paid time off Provident Fund Schedule: Monday to Friday Application Question(s): What is your current and expected CTC? What is your notice period? Do you have D2C brand prior experience? Work Location: In person