Senior Manager Customer Support

About Us:

Senior Manager – Customer Support

Role Overview:

You’ll lead a team of 10+ support executives, ensuring prompt, helpful, and empathetic responses across all customer touchpoints. You’ll also be the escalation point for complex cases, help build SOPs, and work closely with warehouse and tech teams for resolution and insights.

Key Responsibilities:

• Lead the inbound and outbound customer service operations
• Manage escalations across phone, email, and chat with empathy and clarity
• Build SOPs and workflows to improve resolution speed and reduce repeat queries
• Collaborate with our 5 warehouses and tech partners for real-time issue resolution
• Train and guide junior staff on call etiquette and system usage
• Drive CSAT improvements and customer retention initiatives

Required Skills & Qualifications:

• 3–5 years’ experience in Customer Support, CRM, or CX leadership roles
• Fluent in English (spoken and written) with excellent communication skills
• Proficient with Excel and CRM platforms.
• Tech-comfortable: able to raise, track, and troubleshoot system-related issues
• Strong problem-solving and team mentoring skills
• Ability to prioritise tasks and stay calm under pressure

Success in This Role Looks Like:

• Higher CSAT scores and faster turnaround time
• Fewer escalations due to proactive issue handling
• A confident, collaborative support team across all levels

Location:

Compensation:

To Apply: