Senior Manager- Customer Support

Job Description

Role Overview: - We are seeking a seasoned and customer-obsessed leader to head our Customer Support team in the fast-paced world of retail and eCommerce. - The ideal candidate will have deep experience in managing omni-channel customer support operations, driving customer satisfaction, and resolving high-volume queries with empathy and efficiency. - This role is pivotal in shaping post-purchase experiences, managing escalations, and ensuring seamless interaction between our brand and our customers. Key Responsibilities: Team Leadership & Development: - Build, lead, and coach a scalable customer support team across voice, chat, email, and social platforms. - Set and monitor KPIs such as TAT, AHT, FCR, CSAT, and NPS. - Ensure adequate staffing, training, and motivation for seasonal or campaign-driven volumes. Customer Experience Excellence: - Own the customer journey from post-purchase to complaint resolution, including delivery issues, returns, refunds, and product queries. - Implement frameworks for consistent, empathetic, and timely resolutions. - Handle high-impact escalations and work closely with fulfillment, tech, and logistics to provide quick solutions. Operational Efficiency: - Design and implement SOPs for various support categories (orders, returns, cancellations, etc.). - Leverage automation tools, chatbots, and CRM to optimize handling time and reduce manual interventions. - Coordinate with warehousing, last-mile partners, and internal operations to reduce support ticket volumes. Analytics & Continuous Improvement: - Analyze ticket data to uncover trends, recurring issues, and areas of improvement. - Share actionable insights with product, tech, and business teams to enhance platform UX and reduce friction. - Run root cause analysis (RCA) for negative feedback and implement corrective measures. Technology & Tools: - Manage helpdesk platforms such as Zendesk, Freshdesk, or Salesforce. - Ensure smooth integration between CRM, order management systems (OMS), and delivery partners. - Champion initiatives that improve self-serve and proactive support experiences. Qualifications & Skills: - Graduate degree required; MBA preferred. - 5 to 10 years of relevant experience in Customer Support, with at least 35 years in retail/eCommerce leadership roles. - Deep understanding of eCommerce platforms, delivery lifecycle, and customer expectations. - Exceptional people management, communication, and conflict-resolution skills. - Ability to work in a fast-paced, high-growth environment with cross-functional collaboration. - Strong command of customer metrics and proficiency in reporting dashboards. - Familiarity with CRM and helpdesk tools like Freshdesk, Zendesk, Salesforce Service Cloud. Preferred: - Experience handling support for both D2C and marketplace business models. - Exposure to omnichannel customer support setups (in-store + online). - Multilingual proficiency or experience in multilingual support management.