Job Description

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