Customer Support Lead

Customer Experience (CX Ownership)

Ensure consistent, premium customer experience across calls, WhatsApp, email, social & marketplaces

Own CSAT, NPS, complaint resolution TAT, and repeat customer satisfaction

Personally handle high-risk escalations (refund disputes, delivery failures, influencer/VIP cases)

Train team on Mulmul’s brand tone — warm, respectful, solution-oriented

RTO Control & Reduction

Own RTO tracking, analysis, and reduction strategy

Identify root causes of RTOs (address issues, COD confirmation, courier performance, product mismatch)

Implement pre-dispatch checks, COD confirmation processes, and proactive customer communication

Coordinate with logistics, warehouse and tech teams to reduce RTO %

Share weekly RTO reports with action points

Refund & Return Management

Ensure accurate and timely processing of refunds & exchanges

Build and monitor refund TAT SLAs across payment modes

Reduce refund-related escalations through clear SOPs and communication

Work closely with finance to ensure zero leakages and reconciliation accuracy

Handle policy exceptions without compromising brand trust

Process, SOP & Governance

Create and maintain SOPs for CX, RTO handling, refunds, and escalations

Build a clear escalation matrix for faster resolution

Track repeat issues and close gaps at source

Recommend automation or CRM improvements to improve efficiency