Customer Support Manager (Retail BPO)

Job Title: Customer Support Manager
Location: City Center Gwalior MP

About the company:
HomeEssentials is India's digital-first D2C Home & Lifestyle brand.We specialize in home and kitchen products while also branching into lifestyle items. Whether you're searching for innovative kitchen gadgets, cozy home decor, or fashionable lifestyle accessories, HomeEssentials has got you covered.What sets HomeEssentials apart is its commitment to innovation, quality, and versatility.HomeEssentials offers a comprehensive range of products designed to ease and enhance everyday life. The core categories that we cater are home & kitchen, lifestyle, bathroom, home decor, & personal care. By curating a diverse range of products, we address various aspects of modern cum practical living.With a commitment to excellence and customer satisfaction, we strive to become the go-to destination for all your home and lifestyle shopping requirements.Website - https://homeessentials.in/
Instagram- https://www.instagram.com/homeessentials.insta
Linkedin- https://www.linkedin.com/company/homeessentialsindia

Role Overview

We are looking for a proactive and customer-focused Customer Support Manager to lead and streamline our support operations in Gwalior. The ideal candidate will have hands-on experience in resolving customer queries through a ticketing system (such as Freshdesk, Zoho Desk, or Zendesk) and WhatsApp-based support platforms. This role requires strong communication, leadership, and analytical skills to ensure fast, efficient, and high-quality customer service.

Key Responsibilities

Manage and lead the daily operations of the customer support team (voice, chat, WhatsApp, and email).
Handle escalated customer queries and ensure timely resolution via the ticketing system.Monitor and improve ticket handling metrics such as response time, resolution time, and CSAT.Implement and optimize processes across support channels including WhatsApp ticketing systems.Work closely with product, tech, and operations teams to resolve recurring issues.Train support executives on CRM/ticketing platformsGenerate and analyze daily/weekly reports on team performance and customer feedback.Maintain a knowledge base and SOP documentation for support agents.Ensure SLA compliance and manage high-volume ticket queues during peak times.Required Qualifications & Skills

4-6 years of experience in customer support management, preferably in retail, D2C, logistics, or e-commerce.
Hands-on experience with any major ticketing systemPrior experience in handling WhatsApp-based customer service/ticketing tools.Strong interpersonal and conflict-resolution skills.Working knowledge of reporting tools and dashboards.Comfortable managing a team and collaborating cross-functionally.Proficient in Hindi and English (written and verbal).

Job Type: Full-time

Pay: ₹25,000.00 - ₹40,000.00 per month

Work Location: In person