Manager – Customer Support

Location: Ahmedabad | Experience: 5+ Years in E-commerce Customer Support | Employment Type: Full-time Work from Office

About the Role

We are seeking a highly skilled Manager – Customer Support with proven expertise in the E-commerce industry. The successful candidate will have hands-on experience with Zendesk, strong leadership abilities, and a results-driven approach to managing KRAs and KPIs. You will play a key role in driving team performance, ensuring customer satisfaction, and maintaining strong client relationships.

Key Responsibilities

• Lead, coach, and manage a team of customer support executives to achieve performance targets.
• Oversee daily operations within Zendesk, ensuring SLAs are consistently met.
• Define, monitor, and report on team performance metrics (CSAT, FRT, AHT, DSAT, etc.).
• Act as an escalation point for complex issues and ensure timely resolution.
• Maintain strong client relationships by delivering service excellence.
• Conduct regular team reviews, coaching sessions, and performance evaluations.
• Collaborate with cross-functional teams (Logistics, Sales, Operations, Tech) for issue resolution.
• Drive process improvements to enhance customer experience and operational efficiency.

Key Requirements

• Minimum 5+ years of experience in E-commerce customer support, with at least 2+ years in a similar position or equivalent.
• Expertise in Zendesk (or other CRM/helpdesk tools).
• Strong understanding of KRAs, KPIs, and performance management.
• Exceptional communication, leadership, and problem-solving skills.
• Ability to analyze data and translate insights into action plans.
• Customer-first mindset with excellent relationship management skills.

KPIs to Measure Success

• Customer Satisfaction (CSAT) & Quality Assurance (QA Score).
• First Response Time (FRT) & Average Handling Time (AHT).
• SLA adherence & Resolution Rate.
• Customer Retention & Escalation Resolution Rate.
• Team productivity & overall service quality.

Work Timings & Compensation

• Work Timings: 9:00 AM – 7:00 PM (Monday to Saturday)
• Compensation: ₹ 50,000 – 60,000 per month

Why Work With Us

• Join a fast-growing company that wants to develop customer support as a service.
• Lead a dynamic and high-performing support team.
• Cordial and highly rewarding work environment.

Job Type: Full-time

Pay: ₹50,000.00 - ₹60,000.00 per month

Work Location: In person