. 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