Job Description

About the Role:

We are hiring a

Customer Success Manager

to handle customer interactions and maximize sales performance across our Shopify-based e-commerce store. The ideal candidate will ensure smooth communication with customers, manage queries efficiently, and contribute to growth by converting leads, recovering abandoned carts, and improving order delivery performance.

Key Responsibilities

Manage

customer support

across WhatsApp, email, and phone calls. Respond promptly to

social media messages, comments, and DMs

on Instagram and Facebook. Track and resolve

NDR (Non-Delivery Report)

cases by contacting customers and coordinating with courier partners. Drive

sales from leads

through WhatsApp, email, and follow-ups. Recover

abandoned carts

by reaching out to customers and offering curated product suggestions. Increase

average order value (AOV)

by recommending complementary products or collections. Monitor order delivery timelines and proactively resolve delays or escalations. Maintain customer satisfaction by ensuring timely resolutions and professional communication. Generate daily reports highlighting leads converted, AOV improvements, and order performance.
Requirements

Prior experience handling

Shopify stores

or e-commerce customer support. Strong communication and persuasion skills in English and Hindi. Knowledge of WhatsApp Business and automation tools for customer engagement. Familiarity with NDR management, order tracking, and abandoned cart recovery. Ability to multitask and deliver measurable performance metrics. Basic understanding of social media engagement and conversion strategies.
Preferred Skills

Experience with CRM or Shopify apps like Klaviyo, Tidio, or WhatsApp API tools. Creative problem-solving and attention to detail. Goal-oriented mindset with focus on increasing conversions and customer retention.
Compensation

Competitive salary based on experience, with performance-linked incentives for sales conversions and delivery improvements.

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

Cell phone reimbursement Internet reimbursement Work from home
Experience:

Customer acquisition: 1 year (Required)
Language:

English (Required) Hindi (Required)
Work Location: In person