Senior Manager Customer Support

Location: Mumbai, India

Company: Ajmal Perfumes India

About Ajmal Perfumes

With a legacy of over 70 years in the art of perfumery, Ajmal Perfumes is one of the leading fragrance houses in the Gulf and India, known for its rich heritage, uncompromising quality, and Arabian-inspired craftsmanship. Ajmal Perfumes India is scaling rapidly across retail and D2C channels, with a growing customer base that expects premium experiences at every touchpoint.

We're now looking for a Senior Manager Customer Support to build and lead our customer support ecosystem for India.

Role Overview

As Senior Manager Customer Support, you will be responsible for designing, implementing, and managing the entire post-purchase customer experience for Ajmal Perfumes India. This includes creating processes, building the support team, deploying tools, and ensuring a seamless omnichannel experience across WhatsApp, email, chat, phone, and social platforms.

You will play a critical role in maintaining the brand's premium service standards while driving efficiency, satisfaction, and repeat purchase behavior.

Key Responsibilities

Build & lead the customer support function end-to-end from people and process to technology and KPIs.

Design SOPs and escalation matrices to ensure smooth operations and timely resolution.

Implement customer support tools (e.g., Freshdesk, Zendesk, Gorgias, or equivalent) integrated with Shopify Plus and CRM systems.

Set and monitor performance metrics CSAT, FRT, TAT, NPS, resolution rates, etc.

Develop and train a support team aligned with Ajmal's tone of service and brand ethos.

Collaborate with cross-functional teams (Operations, Logistics, Marketing, and Tech) to reduce customer pain points and drive continuous improvement.

Manage omnichannel support across WhatsApp, email, chat, and social media.

Analyze customer feedback & insights to inform business decisions and retention strategies.

Requirements

610 years of experience in customer support, with at least 3 years in a leadership or setup role.

Prior experience in a D2C, eCommerce, or premium consumer brand is strongly preferred.

Proven success in implementing helpdesk systems and scaling high-performing teams.

Strong understanding of customer metrics, SLAs, and quality assurance frameworks.

Excellent communication and stakeholder management skills.

Ability to thrive in a fast-paced, high-growth environment.

What You'll Get

Opportunity to build Ajmal's customer experience ecosystem from scratch for India.

Work directly with senior leadership and contribute to a fast-scaling brand.

A chance to define what premium service means for one of India's fastest-growing luxury fragrance brands.