We are a fast-growing Direct-to-Consumer D2C brand selling innovative consumer electronics across Amazon Flipkart and other marketplaces in India We pride ourselves on delivering exceptional customer experiences and are looking for a Customer Support Manager E-Commerce to lead our support team and handle marketplace escalations efficiently Job Role Responsibilities 1 Team Leadership Manage and mentor a team of customer support executives Set performance benchmarks conduct training and ensure high productivity Monitor response times resolution rates and customer satisfaction CSAT NPS 2 Marketplace Escalations Complaints Handle high-priority customer escalations from Amazon Flipkart and other platforms Resolve negative reviews A-to-Z claims return refund disputes and seller performance metrics Coordinate with marketplace support teams to resolve policy-related issues 3 Process Improvement Develop and optimize SOPs for customer queries returns and refunds Implement chatbots FAQs and self-help tools to reduce ticket volume Analyse customer pain points and work with product teams for improvements 4 Performance Metrics Reporting Track CSAT response time first-contact resolution FCR and order defect rate ODR Generate weekly monthly reports on support performance and marketplace feedback 5 Cross-functional Collaboration Work with logistics operations and marketplace teams to streamline order fulfillment and reduce complaints Escalate technical product issues to the relevant teams for resolution Skills Qualifications 3 years of experience in e-commerce customer support preferably in consumer electronics Strong understanding of Amazon Seller Central Flipkart Seller Hub and other marketplace policies Experience handling escalations returns refunds and seller performance metrics Excellent communication written verbal in English and Hindi regional languages a plus Proficiency in CRM tools Freshdesk etc and Excel Google Sheets Problem-solving mindset with a customer-first approach Why Join Us Be part of a fast-growing D2C brand with a strong online presence Opportunity to build and scale the customer support function Competitive salary performance incentives Flexible work culture Job Types Full-time Permanent Fresher Pay 20 000 00 - 34 000 00 per month Perks Paid sick time Paid time off Provident Fund Schedule Day shift Monday to Friday Work Location In person Expected Start Date 01 08 2025