Hiring For Manager - Customer Support

Position:

Role Overview

The Customer Support Head will lead and manage the complete customer care function for both marketplace and domestic business operations. This role is responsible for developing service strategies, ensuring superior customer experience, and driving operational excellence across all support channels. The ideal candidate will have strong leadership abilities, deep understanding of marketplace ecosystems, and a commitment to continuous improvement.

Key Responsibilities

1. Leadership & Strategy

• Develop and implement customer support strategy aligned with overall business goals for both marketplace and domestic segments.
• Build, mentor, and manage a high-performing customer support team, including supervisors, agents, and backend support staff.
• Forecast staffing, plan capacity, and allocate resources to meet service-level targets.

2. Customer Experience Management

• Ensure exceptional customer journey across all touchpoints (email, chat, phone, social media, marketplace dashboards).
• Handle escalations and ensure timely resolution of high-impact issues.

3. Marketplace Operations

• Manage end-to-end customer support for marketplace orders including order issues, returns, cancellations, refunds, and disputes.

4. Domestic Operations

• Oversee customer care for domestic (Dealers & distribution) orders including shipping queries, product concerns, replacements, and after-sales support.
• Work closely with the logistics, warehouse, and operations teams to ensure smooth order fulfilment.

5. Process Improvement & Quality

• Develop standard operating procedures (SOPs) and quality benchmarks.
• Conduct regular training on communication, product knowledge, and issue resolution.
• Identify gaps through data analytics and implement process enhancements.

6. Cross-Functional Collaboration

• Coordinate with production, backend, logistics & sales to improve service workflows.
• Provide insights from customer feedback to support product improvement.

7. Reporting & Analysis

• Own all customer support reporting—daily, weekly, monthly.
• Analyse trends, complaints, and performance metrics to drive corrective actions.
• Prepare management dashboards and present customer experience insights to senior leadership.

Qualifications & Experience

• Any post graduate (MBA preferred).
• 8–15 years of experience in customer service, with at least 3–5 years in a leadership role.
• Experience working with e-commerce marketplaces and D2C operations is essential.

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Technical Skills

• Expertise in CRM/ticketing tools
• Data analysis & reporting (Excel, dashboards, KPIs).
• Creating SOPs, workflows, and process improvements.
• Workforce planning
• Knowledge of customer journey, escalation handling.

Soft Skills

• Strong leadership & team management.
• Excellent communication & escalation handling.
• Customer-centric approach and empathy.
• Problem-solving & decision-making.
• Strategic thinking with operational discipline.
• Adaptability, calm under pressure, and collaboration focus.

For more details call on 8445882877 - HRD