Job Type: Full-time (Work from Office – 5 days a week)

Job Summary:

We are seeking an experienced Customer Support Manager to lead and manage a team of 2–3 customer support agents while overseeing all customer communication channels. The ideal candidate should have strong experience in D2C customer support operations, Shopify backend management, ticketing tools, process building, and improving customer satisfaction metrics. This role will be responsible for ensuring efficient query resolution, high service standards, and a premium customer experience across all touchpoints.

Key Responsibilities: Team Management & Operations: Manage, train, and mentor a team of 2–3 customer support agents to deliver high-quality service. Create daily workflows, roster planning, and agent allocation across channels based on ticket volumes. Monitor productivity, response times, resolution rates, and service quality across the team. Conduct regular reviews and coaching sessions to improve team performance. Customer Support Channels: Oversee customer communications across Email, WhatsApp, Calls, Instagram DMs, and other support channels. Ensure timely and professional responses for all customer queries related to orders, delivery, exchanges, returns, product information, and complaints. Maintain a premium and brand-aligned tone of communication across all channels. Systems & Process Management: Manage and optimize ticketing solutions / helpdesk platforms for streamlined query handling. Work closely with the Shopify backend to resolve order issues, refunds, exchanges, cancellations, COD verification, and customer requests. Build and improve SOPs for escalations, returns, logistics issues, damaged orders, and repeat customer concerns. Coordinate with logistics, warehouse, finance, and tech teams for issue resolution. Performance & Customer Experience: Track and improve key customer service metrics such as CSAT, first response time, resolution TAT, repeat complaints, and NPS. Analyze common pain points and recommend process improvements to reduce tickets and improve customer satisfaction. Prepare weekly/monthly reports on support performance and customer feedback trends. Qualifications & Skills: 3–6 years of experience in customer support / customer service operations, preferably in a D2C, e-commerce, fashion, or jewellery brand. Prior experience managing a small customer support team. Strong understanding of Shopify backend operations. Hands-on experience with ticketing/helpdesk tools such as Freshdesk, Zendesk or similar platforms Experience managing support across Email, WhatsApp, Calls, Instagram, and chat channels. Strong understanding of customer service KPIs such as CSAT, TAT, SLA, FRT, and agent productivity. Excellent communication skills with a customer-first mindset. Strong problem-solving ability and attention to detail. Comfortable working in a fast-paced startup environment.