Flo Mattress is a leading D2C brand specializing in premium mattresses with advanced cooling technology. We are committed to delivering exceptional sleep experiences and are seeking a Customer Support Manager to enhance our customer service operations.
Key Responsibilities:
Lead and manage the customer support team across multiple channels (email, chat, phone, social media).
Develop and implement standard operating procedures (SOPs) to ensure efficient and consistent service.
Monitor and analyze key performance indicators (KPIs) such as First Response Time (FRT), Resolution Time, Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
Handle escalated customer issues with empathy and professionalism.
Collaborate with cross-functional teams to address customer feedback and improve service quality.
Train and mentor support staff to maintain high service standards.
Manage support tools and platforms to streamline operations.
Qualifications:
7 - 8 years of experience in customer support, with at least 2 years in a leadership role.
Prior experience in D2C or e-commerce brands is preferred.
Strong communication and problem-solving skills.
Proficiency in CRM and helpdesk software (e.g., Zendesk, Freshdesk).
Ability to work in a fast-paced environment and manage multiple priorities.
Why Join Flo Mattress:
Competitive salary and performance incentives.
Opportunity to shape and scale the customer support function in a growing brand.
Collaborative and dynamic work environment.
Job Type: Full-time
Pay: ₹800,000.00 - ₹1,000,000.00 per year
Benefits:
Provident Fund
Work Location: In person
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