Customer Support Lead (Online Platforms)

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 & Responsibilities:

1.Team Leadership:

• Manage and mentor a team of customer support executives.
• Set performance benchmarks, conduct training, and ensure high productivity.
• Monitor response times, resolution rates, and customer satisfaction (CSAT/NPS).

2.Marketplace Escalations & Complaints:

• Handle high-priority customer escalations from Amazon, Flipkart, and other platforms.
• Resolve negative reviews, A-to-Z claims, return/refund disputes, and seller performance metrics.
• Coordinate with marketplace support teams to resolve policy-related issues.

3.Process Improvement:

• Develop and optimize SOPs for customer queries, returns, and refunds.
• Implement chatbots, FAQs, and self-help tools to reduce ticket volume.
• Analyse customer pain points and work with product teams for improvements

4.Performance Metrics & Reporting:

• Track CSAT, response time, first-contact resolution (FCR), and order defect rate (ODR).
• Generate weekly/monthly reports on support performance and marketplace feedback.

5.Cross-functional Collaboration:

• Work with logistics, operations, and marketplace teams to streamline order fulfillment and reduce complaints.
• Escalate technical/product issues to the relevant teams for resolution.

Skills & Qualifications:

• 3+ years of experience in e-commerce customer support, preferably in consumer electronics.
• Strong understanding of Amazon Seller Central, Flipkart Seller Hub, and other marketplace policies.
• Experience handling escalations, returns/refunds, and seller performance metrics.
• Excellent communication (written & verbal) in English and Hindi (regional languages a plus).
• Proficiency in CRM tools (Freshdesk, etc.) and Excel/Google Sheets.
• Problem-solving mindset with a customer-first approach.

Why Join Us?

• Be part of a fast-growing D2C brand with a strong online presence.
• Opportunity to build and scale the customer support function.
• Competitive salary + performance incentives.
• Flexible work culture.

Job Type: Full-time

Pay: ₹35,000.00 - ₹40,000.00 per month

Expected Start Date: 15/09/2025