Job Description

We thank all applicants for their interest in working with us, and we will contact only those selected for an interview.



If you don't see a current opening that fits your skills and experience, but you are interested in working with us, please feel free to submit your resume. We are always interested in hearing from talented individuals who share our values and mission.

Customer Support Manager

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 (ECommerce)

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 feedbac

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.