MANAGER- CUSTOMER SUCCESS

The Customer Support Manager will be responsible for overseeing customer support operations, ensuring high service quality, managing cataloging and product listings, and maintaining strong coordination between customers, internal teams, and marketplace platforms. The role requires excellent communication, leadership, and process management skills to deliver a seamless online shopping experience.

Key Responsibilities

● Manage end-to-end customer support operations through ticketing tools and CRM

platforms.

● Track and maintain >95% SLA compliance for query acknowledgment and

resolution.

● Monitor CSAT, NPS, and TAT to measure service efficiency and customer

satisfaction.

● Analyze recurring issues to identify root causes and implement preventive solutions.

● Oversee order management — processing, tracking, returns, and refunds.

● Supervise product cataloging — addition, attribute updates, and content accuracy.

● Ensure all product details are updated and aligned across marketplaces (Amazon,

Myntra, etc.).

● Enforce company policies for returns, replacements, and refunds.

● Develop and maintain SOPs for service operations and escalations.

● Implement feedback systems to enhance service processes and customer

experience.

● Collaborate with Operations, Marketing, and Warehouse teams for order fulfillment.

● Coordinate with marketplace and courier partners to resolve service or delivery

issues.

Required Skills & Competencies

● Excellent communication skills (English, Malayalam, and Hindi preferred).

● Strong knowledge of e-commerce operations, cataloging, and customer service

workflows.

● Proficiency in ticketing tools and CRM software.

● Good understanding of reverse logistics and return/replacement policies.

● Analytical mindset with strong problem-solving ability.

Qualifications & Experience

● Graduate or Postgraduate in Business Administration, Commerce, or related field.

● Minimum 3–5 years of experience in a product-based e-commerce or D2C setup.

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: In person