Customer Support Manager (E-commerce / D2C)

About the Role

We are looking for an experienced, proactive and results-driven Customer Support Manager to lead and manage our customer support operations for a fast-growing D2C e-commerce business.

The ideal candidate will have experience managing large customer support teams, handling high volumes of customer interactions and improving customer satisfaction while maintaining operational efficiency.

The role requires strong leadership, analytical thinking, problem-solving skills and hands-on experience with WhatsApp, telecalling, CRM systems and e-commerce logistics.

Key Responsibilities1. Team Management & Leadership

Lead, supervise and manage customer support executives across WhatsApp, calls and other communication channels.

Establish individual and team KPIs, daily targets and performance standards.

Monitor attendance, productivity, shift allocation and workload distribution.

Conduct regular training, performance reviews and coaching sessions.

Identify underperforming employees and implement improvement plans.

Plan staffing requirements based on order volumes and customer interaction trends.

Customer Support Operations

Oversee daily customer enquiries, order-related issues, complaints and escalations.

Ensure timely responses and resolution of customer queries.

Manage customer communication across WhatsApp, phone, email and other channels.

Maintain consistent service quality and adherence to company SOPs.

Personally handle critical and escalated customer complaints.

Improve first-contact resolution and minimise repeat customer contacts.

Order Management & Logistics Coordination

Coordinate with warehouse, dispatch and courier teams to resolve order-related issues.

Oversee order confirmation, address verification, delivery enquiries and failed delivery cases.

Monitor COD confirmation processes and help reduce avoidable RTO (Return to Origin).

Ensure timely handling of cancellations, refunds, replacements and returns.

Work with logistics partners to improve delivery success rates and customer experience.

Identify recurring operational issues and implement corrective actions.

Performance Monitoring & Reporting

Track daily, weekly and monthly customer support performance.

Monitor response times, resolution times, customer satisfaction and agent productivity.

Analyse complaint categories, customer feedback and operational bottlenecks.

Prepare management dashboards and performance reports.

Recommend process improvements based on customer data and operational trends.

Process Improvement & Automation

Develop and continuously improve customer support SOPs.

Optimise CRM workflows, ticket management and customer communication processes.

Identify opportunities for WhatsApp automation, AI chatbots and self-service support.

Reduce unnecessary manual work and improve team efficiency.

Collaborate with technology, marketing, operations and logistics teams to resolve systemic issues.

Customer Retention & Experience

Improve overall customer satisfaction and customer loyalty.

Identify opportunities to reduce cancellations and improve customer retention.

Ensure accurate product information and professional customer communication.

Establish structured escalation and complaint resolution procedures.

Ensure customer communications comply with company policies, privacy requirements and applicable regulations.

Required Skills & Qualifications

Bachelor's degree in Business Administration, Management or a related field.

Minimum 5 years of customer support experience, including at least 2 years in a team leadership or managerial role.

Prior experience in D2C, e-commerce or high-volume consumer businesses is strongly preferred.

Experience managing teams of 10 or more customer support executives.

Strong understanding of COD orders, RTO, courier operations, returns and refunds.

Hands-on experience with CRM, WhatsApp Business API, ticketing systems and call management software.

Proficiency in Excel or Google Sheets for reporting and performance analysis.

Excellent communication, leadership, conflict-resolution and organisational skills.

Fluency in Hindi and English is essential.

Key Performance Indicators (KPIs)

The Customer Support Manager will be evaluated against

Customer response and resolution time.

Customer satisfaction (CSAT) and complaint resolution quality.

Team productivity and individual agent performance.

COD confirmation and successful delivery rates.

Reduction in avoidable RTO and order cancellations.

First-contact resolution rate.

Quality assurance scores and SOP compliance.

Reduction in repeated customer complaints.

Customer support cost per order and operational efficiency.

Overall customer experience improvements.

Ideal Candidate

We are looking for someone who

Takes complete ownership of customer support operations.

Can independently manage a high-volume customer support department.

Is comfortable working with daily targets, performance dashboards and accountability.

Is highly organised, data-driven and focused on execution.

Can build a disciplined, productive and customer-focused support team.

Has strong problem-solving capabilities and can work effectively under pressure.

Pay

₹30,000.00 - ₹60,000.00 per month

Benefits

Food provided

Work Location

In person