Customer Care Manager

Job Description:

Company Name: Purple United Sales Pvt Ltd

Location: Tower 2, Ground Floor, Candor Tech Space, Plot No. 20 & 21, Sector-135, Noida, Uttar Pradesh – 201304

Position: Customer Care Manager

Department: Customer Experience

Reports To: Head of Operations

Salary: Best in Industry

Email Id: hire@purpleunited.com

Job Summary: The Customer Care Manager will oversee all customer experience functions for the D2C apparel brand, ensuring smooth, responsive, and high-quality support across digital channels — email, chat, phone, social media, and marketplaces. This role involves managing the customer service team, optimizing support systems, and using customer insights to enhance retention, brand loyalty, and lifetime value.

Key Responsibilities:

1. Customer Support Operations

• Lead and manage the customer care team handling pre-sales, post-sales, returns, exchanges, and general inquiries.

• Monitor and ensure SLAs (response and resolution times) are met across all channels. • Manage customer escalations with empathy, ownership, and professionalism.

2. E-Commerce & Order Management

• Ensure accurate and timely updates to customers on order and return status. • Work with the fulfillment team to reduce errors and improve turnaround times.

3. Social Media & Digital Engagement

• Oversee customer interactions and reputation management on social media platforms (Instagram, Facebook, WhatsApp, etc.).

• Track and respond to reviews, feedback, and DMs promptly.

4. Process Improvement & Automation

• Analyze recurring issues and recommend process improvements or system enhancements.

• Maintain updated FAQs and support documentation.

5. Customer Experience & Retention

• Collect, track, and analyze customer feedback to identify trends and improvement areas.

• Collaborate with product and marketing teams to address service-related insights.

• Support loyalty programs, customer engagement campaigns, and reactivation initiatives.

6. Team Leadership & Development

• Hire, train, and coach customer service executives to deliver exceptional service.

Qualifications & Skills:

• Bachelor’s degree in Business Administration, Retail Management, or a related field.

• 5–8 years of experience in customer service or operations, preferably in D2C e-commerce / fashion / apparel.

• Experience managing omnichannel support teams.

• Strong analytical, leadership, and communication skills.

• Knowledge of order management and logistics coordination.

• Empathetic, detail-oriented, and customer-obsessed mindset.

Key Performance Indicators (KPIs):

• Customer Satisfaction (CSAT)

• First Response Time (FRT) & First Contact Resolution (FCR)

• Average Resolution Time (ART)

• Refund/Return Turnaround Time

• Repeat Purchase & Retention Rates

• Social Media Response Rate and Sentiment

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹65,000.00 per month

Ability to commute/relocate:

• Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Required)

Experience:

• Customer support: 4 years (Required)

Location:

• Noida, Uttar Pradesh (Required)

Work Location: In person