Customer Support Manager

Role : Ecommerce Customer Support Manager

Requirements

• Minimum 5 years of experience in a customer service leadership role, preferably in a high-volume contact center or similar environment.
• Demonstrated ability to manage, motivate, and develop large teams (20+ members).
• Strong analytical skills with experience in using data to drive decisions and improve performance.
• Bilingual with written and verbal fluency in English.
• Proficiency in customer service platforms and tools (e.g., Zendesk, Salesforce, CRM systems).
• Excellent communication, interpersonal, and conflict-resolution skills.
• Ability to thrive in a fast-paced, performance-driven environment.
• Experience working with SLAs, KPIs, and service quality frameworks.
• Bachelor's degree in Business, Communications, or related field preferred.

Key Responsibilities:

• Supervise, coach, and support a large team of customer service representatives, to meet daily service goals, uphold service excellence, ensuring high levels of performance and morale.
• Monitor and analyze key performance indicators (KPIs) such as SLA compliance, CSAT, FCR, AHT, and response times, identifying trends and areas for improvement.
• Develop and implement strategies to meet and exceed departmental goals and service standards.
• Conduct regular performance evaluations, provide feedback, and design development plans to improve individual and team effectiveness.
• Manage daily operations, including staffing, scheduling, and resource allocation to meet service demands.
• Collaborate with cross-functional teams (e.g., Training, Quality, IT) to drive operational excellence and enhance customer experience.
• Handle escalated customer issues with professionalism and empathy, ensuring timely and effective resolution.
• Prepare and present regular reports to senior management on team performance, customer insights, and process improvements.
• Support recruitment, onboarding, and training of new team members.
• Champion a customer-first culture and advocate for continuous service enhancements.
• Oversee SLA adherence and performance metrics, including CSAT, FCR, AHT, ticket backlog, and quality assurance scores.
• Handle complex customer escalations and ensure swift, customer-focused resolutions.
• Monitor daily workflow, including ticket volume, case routing, and agent availability, to optimize productivity.
• Prepare and present detailed reports on team KPIs, customer trends, and improvement plans to senior leadership.

Logistics & Operations

• Collaborate closely with logistics, warehouse, and partner teams to ensure smooth order processing, delivery, and returns management.
• Act as a liaison between customer service and logistics to proactively address and resolve delivery delays, inventory issues, or supply chain bottlenecks.
• Maintain visibility into the full order lifecycle to improve customer satisfaction and reduce service friction.
• Support the development and refinement of operational procedures to improve efficiency and turnaround times.

Financial Awareness & Process Optimization

• Track and analyze team costs and resource allocation to ensure optimal financial efficiency.
• Monitor and contribute to cost-saving initiatives without compromising service quality.
• Collaborate with finance teams to align customer policies (e.g., refunds, credits, chargebacks) with company financial goals and compliance standards.
• Interpret financial and operational reports to identify trends, support forecasting, and assist in strategic planning.

About Us

The SmartKargo team is a distinct combination of rich air cargo knowledge and deep technology skills. We have decades of experience in designing software products and deploying large-scale enterprise solutions. Our many years in and near the world’s largest airlines and our deep roots in innovation hubs like Cambridge, Massachusetts, USA, help us lead the pack.

SmartKargo is part of QuantumID Technologies, Inc., a software and solutions company based in Cambridge, with locations around the world. Our Technology Center is in Pune, India.

Please visit us at www.smartkargo.com and www.kart2door.com for more information about us.

Job Type: Full-time

Pay: ₹700,000.00 - ₹1,500,000.00 per year

Benefits:

• Cell phone reimbursement
• Health insurance
• Paid time off
• Provident Fund

Schedule:

• Evening shift
• Monday to Friday
• Night shift
• Rotational shift
• US shift

Supplemental Pay:

• Shift allowance

Experience:

• Team management: 4 years (Required)

Location:

• Pune, Maharashtra (Required)

Work Location: In person

Expected Start Date: 01/08/2025