Customer Support Manager

About Us:

Includ is a D2C fashion brand focusing on kids. We aim to bring high-quality, stylish, and the latest fashion at an affordable price for our customers. Our team is cross-cultural with a presence across geographies.

Roles & Responsibilities -

Process Excellence & SLA Management

• Should have extensive knowledge on B2C ecommerce related customer support processes for chat, call, ORM, email (both inbound and outbound)
• Maintain queue hygiene and monitor SLAs (FRT, TAT, CSAT, etc.) across tools and platforms and update management on a daily/ weekly basis
• Identify gaps in existing workflows and propose improvement or automation using third party tools/ building in-house tools with product & tech teams

Team Leadership & Coaching

• Setting KPIs and incentive structures for teams to achieve overall metrics
• Create SOPs for executive and subject matter experts to ensure alignment with brand guidelines and objectives
• Drive structured feedback, coaching, and performance development plans
• Lead hiring, onboarding, and capability building within the customer care team

Cross-functional Collaboration

• Coordinate seamlessly with warehouse, logistics, tech, and social media teams to ensure accurate and real-time customer communication.
• Be the voice of the customer in internal forums and cross-functional meetings.
• Anticipate challenges during campaigns or platform changes and proactively prepare customer support workflows.

Preferred skills and experience:

• 7–10 years of customer service experience, with at least 2–3 years in a leadership or managerial role managing both inbound and outbound teams
• Good to have: Experience in handling NDR calling and managing customer interactions on social media platforms.
• Highly analytical and deep understanding of CS metrics
• Willingness to work under pressure to achieve desirable outcomes
• Excellent verbal and written communication in both English and Hindi.
• Strong leadership skills to drive output from teams