Customer Support Manager/Lead

Palmonas

5 - 10 years

5 - 8 Lacs

pune

Posted:1 day ago| Platform:

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Skills Required

customer escalation escalation management inbound customer service email support customer experience limestone customer satisfaction complaint handling strategic planning

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Lead and manage the customer support team to ensure timely resolution of customer queries.
Develop and implement
customer service policies, SOPs, and quality standards
.
Handle escalations and provide effective solutions to complex issues.
Collaborate with
operations, logistics, and marketing
teams to improve customer satisfaction.
Monitor performance metrics such as
TAT, CSAT, NPS, and first response time
.
Train and mentor team members for improved service delivery.
Use customer insights to suggest product and process improvements.
Manage
CRM tools, ticketing systems, and chat/voice/email support channels
.

Requirements

5+ years of experience in
Customer Service/Customer Experience
in
D2C, retail, or e-commerce
.
Proven ability to lead customer support teams and drive performance.
Strong communication, problem-solving, and conflict-resolution skills.
Experience with
CRM platforms (Freshdesk, Zendesk etc.)
.
Ability to thrive in a fast-paced, customer-centric environment.
Fashion/jewellery/lifestyle industry exposure will be a plus.

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