Qureos Mentor

A2A Trading

Job description:We are a fast-growing Direct-to-Consumer (D2C) brand selling innovative consumer electronics across Amazon, Flipkart, and other marketplaces in India. We pride ourselves on delivering exceptional customer experiences and are looking for a Customer Support Manager (E-Commerce) to lead our support team and handle marketplace escalations efficiently.Job Role &amp; Responsibilities:1.Team Leadership:<ul><li>Manage and mentor a team of customer support executives.</li><li>Set performance benchmarks, conduct training, and ensure high productivity.</li><li>Monitor response times, resolution rates, and customer satisfaction (CSAT/NPS).</li></ul>2.Marketplace Escalations &amp; Complaints:<ul><li>Handle high-priority customer escalations from Amazon, Flipkart, and other platforms.</li><li>Resolve negative reviews, A-to-Z claims, return/refund disputes, and seller performance metrics.</li><li>Coordinate with marketplace support teams to resolve policy-related issues.</li></ul>3.Process Improvement:<ul><li>Develop and optimize SOPs for customer queries, returns, and refunds.</li><li>Implement chatbots, FAQs, and self-help tools to reduce ticket volume.</li><li>Analyse customer pain points and work with product teams for improvements</li></ul>4.Performance Metrics &amp; Reporting:<ul><li>Track CSAT, response time, first-contact resolution (FCR), and order defect rate (ODR).</li><li>Generate weekly/monthly reports on support performance and marketplace feedback.</li></ul>5.Cross-functional Collaboration:<ul><li>Work with logistics, operations, and marketplace teams to streamline order fulfillment and reduce complaints.</li><li>Escalate technical/product issues to the relevant teams for resolution.</li></ul>Skills &amp; Qualifications:<ul><li>3+ years of experience in e-commerce customer support, preferably in consumer electronics.</li><li>Strong understanding of Amazon Seller Central, Flipkart Seller Hub, and other marketplace policies.</li><li>Experience handling escalations, returns/refunds, and seller performance metrics.</li><li>Excellent communication (written &amp; verbal) in English and Hindi (regional languages a plus).</li><li>Proficiency in CRM tools (Freshdesk, etc.) and Excel/Google Sheets.</li><li>Problem-solving mindset with a customer-first approach.</li></ul>Why Join Us?<ul><li>Be part of a fast-growing D2C brand with a strong online presence.</li><li>Opportunity to build and scale the customer support function.</li><li>Competitive salary + performance incentives.</li><li>Flexible work culture.</li></ul>Job Type: Full-timePay: &#8377;35,000.00 - &#8377;40,000.00 per monthExpected Start Date: 15/09/2025

Customer Support Lead (Online Platforms)

Join A2A Trading and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

A2A Trading

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Customer Support Lead (Online Platforms)