Job Description

: Key parts of the process would include - Key Responsibilities ? Lead, mentor, and motivate a team to deliver excellent support. ? Manage daily customer support operations across email, chat, phone, WhatsApp, and social media. ? Ensure response and resolution SLAs are consistently met while maintaining high CSAT. ? Handle customer escalations with empathy and provide timely resolutions. ? Monitor the quality of interactions and coach team members for continuous improvement. ? Identify recurring issues and work with cross-functional teams to resolve root causes. ? Create and update FAQs, help center articles, and support templates. ? Track, analyze, and report on key CX metrics such as CSAT, NPS, and escalation trends. ? Collaborate with marketing, operations, and product teams during campaigns, launches, and peak seasons. ? Act as the voice of the customer, sharing insights to improve processes and overall customer journey. Who are we looking for? An ideal candidate would be someone with the following: ₹ 3-5 years of customer support experience, with at least 1-2 years in a leadership role. ? Prior experience in e-commerce or D2C is a strong plus. ? Excellent written and verbal communication skills (English, Hindi; additional languages a plus). ? Strong problem-solving ability with a customer-first mindset. ? Proficiency in CX tools (Freshdesk, Exotel, ORM tools, etc). ? Data-driven, organized, and comfortable handling fast-paced operations. ? Empathetic leader who can balance team needs with customer satisfaction goals. Job Details: o Work Timings: Monday to Friday with 4th Saturdays working o CTC: Competitive, as per industry standards o Location: Chembur, Mumbai

Job Type: Full-time

Pay: ₹40,000.00 - ₹50,000.00 per month

Benefits:

Life insurance Paid sick time Paid time off Provident Fund
Work Location: In person