Customer Support Manager

Role Overview: As a Customer Happiness Architect – Lead, you'll be the sunshine ☀️ in someone’s cloudy day. Your mission? To create seamless, soulful experiences for Amrutam’s ever-growing family of customers and wellness seekers. This role is about more than just solving tickets — it's about building relationships. You’ll play a key role across both our Direct-to-Consumer (D2C) platform and our Doctor Consultation ecosystem, ensuring every touchpoint radiates warmth, care, and Ayurveda-inspired goodness. You'll shape strategy, bring empathy to every chat, streamline support systems, and collaborate with doctors to make healing personal and profound 🌼 🧘‍♂️ Key Responsibilities🌟 Customer Success (D2C & Community Support)Handle customer queries across email, phone & chat with kindness and clarity. Master Amrutam’s products to offer insightful, value-driven responses. Manage order-related concerns: shipping, delays, returns, and everything in between. Analyze customer feedback & trends to spot churn risks and retention opportunities. Build & update customer success SOPs, knowledge bases, and self-serve tools. Maintain and leverage CRM data for smoother workflows and meaningful insights. Share weekly/monthly reports and recommendations based on customer happiness metrics 🌿 Doctor Consultations & Wellness Programs📞 Own the coordination of Ayurvedic doctor consultations end-to-end. Manage doctor and patient queries with empathy and efficiency. Ensure timely follow-ups and clear communication. 👩‍⚕️ Onboard new doctors – from profile reviews to aligning them with Amrutam’s values and ethos. 🤝 Collaborate with the internal team to enhance doctor engagement and consultation quality. Collect and synthesize feedback from patients and doctors for continuous improvement. 🛠️ Skills RequiredExcellent written and spoken communication Calm, grounded presence – even when handling tricky situation Prior experience in D2C/consumer support or community management Strategic thinker who can build processes, not just follow them Hands-on with CRM tools like Zoho, HubSpot or similar Patient, empathetic and genuinely passionate about helping people Organized, self-motivated, and reliable under pressure 🌈 Bonus Points If You Have:Worked with a healthcare, wellness or Ayurvedic platform Experience managing online consultations or doctor-patient workflows Knowledge of Ayurveda or interest in holistic well-being Experience scaling support functions in a small or mid-sized team 💚 About Amrutam:Amrutam is an Ayurvedic lifestyle brand rooted in ancient wisdom and driven by a modern mission — to make wellness a joyful, daily ritual. We create honest products and services to help people live healthier, more conscious lives. We’re proud to share: 🌟 Featured on Shark Tank India 🎓 Incubated at NSRCELL, IIM Bangalore 🚀 Scaled 13X and served 2L+ happy customers in the last 2 years! ✨ Why You Should Join UsBe part of a soulful, award-winning Ayurvedic brand Work alongside a close-knit team that values authenticity and innovation Make a tangible difference in people’s lives through your work Enjoy the freedom to experiment, learn, and grow 📩 Application Process:Send your assignment, resume, and portfolio via this form: 👉 https://forms.gle/zK6XogYi3WmQGBdq9 🕰️ Deadline: Please submit within 7 business days of receiving this document.