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Company Name Purple United Sales Pvt Ltd Location Tower 2 Ground Floor Candor Tech Space Plot No 20 21 Sector-135 Noida Uttar Pradesh - 201304 Position Customer Care Manager Department Customer Experience Reports To Head of Operations Salary Best in Industry Email Id hire purpleunited com Job Summary The Customer Care Manager will oversee all customer experience functions for the D2C apparel brand ensuring smooth responsive and high-quality support across digital channels email chat phone social media and marketplaces This role involves managing the customer service team optimizing support systems and using customer insights to enhance retention brand loyalty and lifetime value Key Responsibilities 1 Customer Support Operations Lead and manage the customer care team handling pre-sales post-sales returns exchanges and general inquiries Monitor and ensure SLAs response and resolution times are met across all channels o Manage customer escalations with empathy ownership and professionalism 2 E-Commerce Order Management Ensure accurate and timely updates to customers on order and return status o Work with the fulfillment team to reduce errors and improve turnaround times 3 Social Media Digital Engagement Oversee customer interactions and reputation management on social media platforms Instagram Facebook WhatsApp etc Track and respond to reviews feedback and DMs promptly 4 Process Improvement Automation Analyze recurring issues and recommend process improvements or system enhancements Maintain updated FAQs and support documentation 5 Customer Experience Retention Collect track and analyze customer feedback to identify trends and improvement areas Collaborate with product and marketing teams to address service-related insights Support loyalty programs customer engagement campaigns and reactivation initiatives 6 Team Leadership Development Hire train and coach customer service executives to deliver exceptional service Qualifications Skills Bachelor s degree in Business Administration Retail Management or a related field 5-8 years of experience in customer service or operations preferably in D2C e-commerce fashion apparel Experience managing omnichannel support teams Solid analytical leadership and communication skills Knowledge of order management and logistics coordination Empathetic detail-oriented and customer-obsessed mindset Key Performance Indicators KPIs Customer Satisfaction CSAT First Response Time FRT First Contact Resolution FCR Average Resolution Time ART Refund Return Turnaround Time Repeat Purchase Retention Rates Social Media Response Rate and Sentiment Job Types Full-time Permanent Pay 25 000 00 - 65 000 00 per month Ability to commute relocate Noida Uttar Pradesh Reliably commute or planning to relocate before starting work Preferred Education Bachelor s Required Experience Customer support 4 years Required Location Noida Uttar Pradesh Required Work Location In person

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📌 Customer Care Manager (Uttar Pradesh)
🏢 Purple United Sales
📍 Uttar Pradesh