Job Description

Role: Customer Support ManagerBase Location: Gurgaon (onsite)About Urbanic:Urbanic's sole purpose as a company is to make people enjoy the confidence of beauty easily. Urbanic is a new-generation London-based fashion brand creating and bringing fashion that sustains the idea of inclusivity.Today, Urbanic remains independent and dedicated to upgrading the lives of individuals, aimed at better beautifying consumers with our in-house data science and AI technologies. Moving towards a fully developed AI space and bringing new styles and trends each day to keep up with the ever-changing fashion needs.Role Brief:The Customer Support Manager will lead our customer support quality assurance and training initiatives. This role is critical to ensuring our customer support team delivers consistent, high-quality service and continuously improves through effective onboarding, ongoing trainings, and performance feedback.Key Responsibilities:- Develop, refine, and implement quality standards and evaluation processes for customer support interactions (voice, email, chat, social).- Monitor and evaluate agent interactions against internal standards and customer expectations.- Conduct regular quality audits, root cause analyses, and calibration sessions with support leadership.- Design and deliver comprehensive onboarding programs for new hires in the support team.- Create and maintain up-to-date training materials, playbooks, SOPs, and knowledge base content.- Develop and manage ongoing learning initiatives including soft skills, product knowledge, tools training, and process updates.- Identify performance trends and work with stakeholders to close skill and knowledge gaps.- Analyze metrics and customer feedback to recommend and implement process improvements.- Stay up to date with industry trends and emerging tools to continuously improve training and QA methodologies.You Are The Right Fit, If You Have :- 7-10 years of experience in Customer Support.- Exceptional communication and interpersonal skills.- Strong analytical abilities to interpret data and drive informed decisions.- Proactive problem-solving mindset with a passion for continuous improvement.- Ability to thrive in a dynamic, fast-paced startup environment.- Deep understanding of customer needs and a commitment to delivering outstanding service.- Leadership and people management skills to coach, motivate, and support a high-performing team.- Understanding of AI-based automation would be an added advantage.At Urbanic, Inclusion and Growth are at the heart of everything we do, fostering a work culture that empowers and uplifts individuals at all levels of our organization. Inclusion is not just a buzzword for us, it is a fundamental belief that by creating an inclusive environment, we foster a sense of belonging, where every team member feels valued, respected, and heard. (ref:updazz.com)