Customer Support Manager

Job Title Customer Support Manager (E-Commerce Domain)

Weekly offs: will be rotational (2 weekly offs)

CTC Offered – Up to 8LPA

About Company

A well known global e-commerce company selling innovative products across Canada, USA, UK, and Australia through leading platforms such as Amazon, Walmart, Wayfair, Target, Macy’s, Costco, and more.

Role: Customer Support Manager

Key Responsibilities:

• Managing and leading the customer support team
• Manage and resolve customer queries via calls, emails, and chat.
• Provide accurate information regarding products, orders, returns, and delivery.
• Maintain high levels of customer satisfaction by ensuring timely and professional responses.
• Coordinate with internal teams for escalations and issue resolutions.
• Work effectively in a fast-paced e-commerce support environment.
• Build and maintain strong customer relationships through positive communication.
• Oversee resolution of escalated customer complaints with professionalism.
• Monitor turnaround times (TAT) and ensure daily targets are met.
• Coordinate cross-departmentally (operations, logistics, eCommerce, IT) to resolve complex issues. Supervise, mentor, and motivate the customer support team.
• Conduct regular team meetings, performance reviews, and make provide training, Track daily/weekly/monthly support metrics: response time, resolution rate, CSAT, NPS, call quality, etc.
• Ensure high-quality communication across phone, email, chat, and social platforms.
• Prepare performance reports and present insights to management. Develop strategies to reduce repeated issues and improve first-contact resolution.
• Ensure consistency in brand tone and service etiquette.

Requirements:

• 6 to 10 years of experience in customer support (voice or blended process).
• Strong communication and interpersonal skills (English fluencyis a must).
• Proven experience in handling customers across international markets (Canada/US/UK/Australia preferred).
• Problem-solving attitude with customer-first approach.