Role : Ecommerce Customer Support Manager Requirements Minimum 5 years of experience in a customer service leadership role, preferably in a high-volume contact center or similar environment. Demonstrated ability to manage, motivate, and develop large teams (20+ members). Strong analytical skills with experience in using data to drive decisions and improve performance. Bilingual with written and verbal fluency in English. Proficiency in customer service platforms and tools (e.g., Zendesk, Salesforce, CRM systems). Excellent communication, interpersonal, and conflict-resolution skills. Ability to thrive in a fast-paced, performance-driven environment. Experience working with SLAs, KPIs, and service quality frameworks. Bachelor's degree in Business, Communications, or related field preferred. Key Responsibilities: Supervise, coach, and support a large team of customer service representatives, to meet daily service goals, uphold service excellence, ensuring high levels of performance and morale. Monitor and analyze key performance indicators (KPIs) such as SLA compliance, CSAT, FCR, AHT, and response times , identifying trends and areas for improvement. Develop and implement strategies to meet and exceed departmental goals and service standards. Conduct regular performance evaluations, provide feedback, and design development plans to improve individual and team effectiveness. Manage daily operations, including staffing, scheduling, and resource allocation to meet service demands. Collaborate with cross-functional teams (e.g., Training, Quality, IT) to drive operational excellence and enhance customer experience. Handle escalated customer issues with professionalism and empathy, ensuring timely and effective resolution. Prepare and present regular reports to senior management on team performance, customer insights, and process improvements. Support recruitment, onboarding, and training of new team members. Champion a customer-first culture and advocate for continuous service enhancements. Oversee SLA adherence and performance metrics, including CSAT, FCR, AHT, ticket backlog, and quality assurance scores . Handle complex customer escalations and ensure swift, customer-focused resolutions. Monitor daily workflow, including ticket volume, case routing, and agent availability, to optimize productivity. Prepare and present detailed reports on team KPIs, customer trends, and improvement plans to senior leadership. Logistics & Operations Collaborate closely with logistics, warehouse, and partner teams to ensure smooth order processing, delivery, and returns management. Act as a liaison between customer service and logistics to proactively address and resolve delivery delays, inventory issues, or supply chain bottlenecks. Maintain visibility into the full order lifecycle to improve customer satisfaction and reduce service friction. Support the development and refinement of operational procedures to improve efficiency and turnaround times. Financial Awareness & Process Optimization Track and analyze team costs and resource allocation to ensure optimal financial efficiency. Monitor and contribute to cost-saving initiatives without compromising service quality. Collaborate with finance teams to align customer policies (e.g., refunds, credits, chargebacks) with company financial goals and compliance standards. Interpret financial and operational reports to identify trends, support forecasting, and assist in strategic planning. About Us The SmartKargo team is a distinct combination of rich air cargo knowledge and deep technology skills. We have decades of experience in designing software products and deploying large-scale enterprise solutions. Our many years in and near the world’s largest airlines and our deep roots in innovation hubs like Cambridge, Massachusetts, USA, help us lead the pack. SmartKargo is part of QuantumID Technologies, Inc., a software and solutions company based in Cambridge, with locations around the world. Our Technology Center is in Pune, India. Please visit us at www.smartkargo.com and www.kart2door.com for more information about us. Job Type: Full-time Pay: ₹700,000.00 - ₹1,500,000.00 per year Benefits: Cell phone reimbursement Health insurance Paid time off Provident Fund Schedule: Evening shift Monday to Friday Night shift Rotational shift US shift Supplemental Pay: Shift allowance Experience: Team management: 4 years (Required) Location: Pune, Maharashtra (Required) Work Location: In person Expected Start Date: 01/08/2025
As a part of the SmartKargo team, you will be contributing to a dynamic and rapidly growing air cargo and E-Commerce company dedicated to providing exceptional service and solutions to our customers. SmartKargo operates under QuantumID Technologies, Inc., a software and solutions company headquartered in Cambridge with a global presence, including our Technology Center in Pune, India. You will have the opportunity to grow your career with us, benefiting from a supportive culture that values your contributions and offers potential for future career advancement within the company. Additionally, you will receive mentorship and guidance from experienced sales professionals to enhance your skills. The ideal candidate for this position should possess strong communication, interpersonal, analytical, and problem-solving skills. You must be capable of effectively conveying complex technical concepts within the team and be adept at working both independently and collaboratively to achieve project objectives. Key Requirements: - Minimum 8-10 years of total experience - Hands-on experience with Dotnet Technologies, fullstack, Python - Real-time experience with AI Tools - Good understanding of agile methodologies - Ability to collaborate in global cross-office teams across different time zones This is a full-time, permanent position with benefits including cell phone reimbursement, health insurance, internet reimbursement, life insurance, paid time off, and Provident Fund. The work schedule may involve day shifts, fixed shifts, and rotations from Monday to Friday, with the expectation of in-person work at the designated location. If you are looking to join a dynamic company with ample opportunities for professional growth and a supportive work environment, we encourage you to consider this position. The expected start date for this role is 30/04/2025. For more information, please visit www.smartkargo.com.,
Role : Customer Support Trainee - Respond to customer inquiries and resolve their issues via email, phone, or chat. - Assist customers with placing orders, tracking shipments, and processing returns. - Provide product information and recommendations to customers. - Collaborate with other departments, such as shipping and billing, to ensure timely and accurate order fulfillment. - Maintain accurate records of customer interactions and transactions. - Identify and escalate complex issues to senior representatives or supervisors. - Stay up to date with product knowledge and industry trends to provide excellent customer service. - Meet and exceed customer satisfaction goals and performance metrics. - Continuously improve customer service processes and procedures. - Excellent phone/email communication skills - Ability to handle high volume customer interactions About Us The SmartKargo team is a distinct combination of rich air cargo knowledge and deep technology skills. We have decades of experience in designing software products and deploying large-scale enterprise solutions. Our many years in and near the world’s largest airlines and our deep roots in innovation hubs like Cambridge, Massachusetts, USA, help us lead the pack. SmartKargo is part of QuantumID Technologies, Inc., a software and solutions company based in Cambridge, with locations around the world. Our Technology Center is in Pune, India. Please visit us at www.smartkargo.com and www.kart2door.com for more information about us. Job Types: Fresher, Internship Contract length: 6 months Pay: From ₹21,000.00 per month Location: Pune, Maharashtra (Required) Work Location: In person Application Deadline: 30/08/2025 Expected Start Date: 09/09/2025
Role : Customer Support Trainee - Respond to customer inquiries and resolve their issues via email, phone, or chat. - Assist customers with placing orders, tracking shipments, and processing returns. - Provide product information and recommendations to customers. - Collaborate with other departments, such as shipping and billing, to ensure timely and accurate order fulfillment. - Maintain accurate records of customer interactions and transactions. - Identify and escalate complex issues to senior representatives or supervisors. - Stay up to date with product knowledge and industry trends to provide excellent customer service. - Meet and exceed customer satisfaction goals and performance metrics. - Continuously improve customer service processes and procedures. - Excellent phone/email communication skills - Ability to handle high volume customer interactions About Us The SmartKargo team is a distinct combination of rich air cargo knowledge and deep technology skills. We have decades of experience in designing software products and deploying large-scale enterprise solutions. Our many years in and near the world’s largest airlines and our deep roots in innovation hubs like Cambridge, Massachusetts, USA, help us lead the pack. SmartKargo is part of QuantumID Technologies, Inc., a software and solutions company based in Cambridge, with locations around the world. Our Technology Center is in Pune, India. Please visit us at www.smartkargo.com and www.kart2door.com for more information about us. Job Types: Fresher, Internship Contract length: 6 months Pay: From ₹21,000.00 per month Location: Pune, Maharashtra (Required) Work Location: In person Application Deadline: 30/08/2025 Expected Start Date: 09/09/2025