Customer Support Manager – Kirana Club

About Kirana Club

Kirana Club is India’s largest community of kirana stores, connecting over 3 million kirana store owners across the country. We are on a mission to empower small retailers with news, knowledge, and opportunities that drive growth. We bring together brands, wholesalers, and retailers on one seamless platform. We're on a mission to revolutionize general trade in India, and we're expanding at an incredible pace!

About the Role

Customer Support Manager

Responsibilities

• Manage day-to-day operations of the chat support team
• Drive timely closure of escalations raised by retailers
• Coordinate with internal teams (ops, tech, brands) for resolution and feedback loops
• Track key metrics like TAT, response quality, and CSAT
• Identify gaps in support processes and implement improvements
• Guide and support the team to maintain service excellence

Requirements

• 1–2 years of experience in customer support, operations, or program management (preferably in e-commerce or high-growth startups)
• Strong communication and coordination skills

• Fluency in Hindi is required

   (our retailer base is primarily Hindi-speaking)
• Process-oriented mindset with high ownership
• Must be based in Bangalore and open to working from office

Location:

Work Type: