Customer Support Manager

Position: Customer Support Manager
Location: Saki Naka, Mumbai
Reports To: Head of Customer Experience

About Flo Mattress:
Flo Mattress is a leading D2C brand specializing in premium mattresses with advanced cooling technology. We are committed to delivering exceptional sleep experiences and are seeking a Customer Support Manager to enhance our customer service operations.

Key Responsibilities:

• Lead and manage the customer support team across multiple channels (email, chat, phone, social media).
• Develop and implement standard operating procedures (SOPs) to ensure efficient and consistent service.
• Monitor and analyze key performance indicators (KPIs) such as First Response Time (FRT), Resolution Time, Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
• Handle escalated customer issues with empathy and professionalism.
• Collaborate with cross-functional teams to address customer feedback and improve service quality.
• Train and mentor support staff to maintain high service standards.
• Manage support tools and platforms to streamline operations.

Qualifications:

• 7 - 8 years of experience in customer support, with at least 2 years in a leadership role.
• Prior experience in D2C or e-commerce brands is preferred.
• Strong communication and problem-solving skills.
• Proficiency in CRM and helpdesk software (e.g., Zendesk, Freshdesk).
• Ability to work in a fast-paced environment and manage multiple priorities.

Why Join Flo Mattress:

• Competitive salary and performance incentives.
• Opportunity to shape and scale the customer support function in a growing brand.
• Collaborative and dynamic work environment.

Job Type: Full-time

Pay: ₹800,000.00 - ₹1,000,000.00 per year

Benefits:

• Provident Fund

Work Location: In person