E Commerce Support Manager

Position: E commerce Support Manager

Location: Noida/Gurugram (

Job Overview

We are seeking a dynamic and customer-obsessed E commerce Support Manager to lead our support team in delivering exceptional service experiences to our customers. This role requires a balance of people leadership, process optimization and strategic thinking to ensure high customer satisfaction and operational efficiency across various support channels.

Key Responsibilities

• Lead the customer support team & manage day-to-day customer service operations to ensure timely resolution of customer issues.
• Monitor key performance metrics and implement strategies for continuous improvement.
• Handle escalated customer issues and complaints with empathy and efficiency.
• Collaborate cross-functionally with logistics, product, tech and marketing teams to resolve root-cause issues and improve customer experience.
• Drive initiatives to run spport processes.
• Champion a customer-first culture across the organization.
• Can scale support operations in a startup or fast-growing e-commerce environment.
• Familiarity with CRM, order management systems, or fulfillment processes.
• Exposure to AI/automation tools in customer support.

Requirements

• Bachelors or Masters degree
• Experience: 3-5 years of customer service (with a team handling role)
• Industry Preference: E-commerce
• Experience with customer service tools such as Unicommerce, Zoho, Quick Engage, Shopify
• Excellent communication skills written and verbal.
• Analytical mindset with the ability to interpret support data and metrics.
• Ability to thrive in a fast-paced, high-growth environment.
• Passion for customer satisfaction and problem-solving.

It is an opportunity to shape the customer experience at a high-growth e-commerce segment.