Role:

Customer Support Head

Location: Bangalore
Industry: Retail / Fashion / E-commerce
Experience: 710 Years
Employment Type: Full-time

Preferred candidate profile:

We are looking for an experienced Customer Support Head to lead and manage the Customer Support function for both Retail and E-commerce operations. The ideal candidate should have a strong customer service background, expertise in CRM platforms such as HubSpot and Zoho, and experience leading high-performing customer support teams.

Key Responsibilities

- Lead and manage the end-to-end Customer Support team across Retail & E-commerce.
- Ensure timely resolution of customer queries, complaints, returns, refunds, and escalations.
- Monitor customer satisfaction and improve service quality.
- Analyze customer behaviour, feedback, and support metrics to drive process improvements.
- Develop and implement customer service strategies, SOPs, and KPIs.




- Train, mentor, and review team performance.
- Collaborate with Sales, Operations, Logistics, Marketing, and IT teams to enhance customer experience.
- Prepare MIS reports and present customer insights to management.

Key Skills

- 710+ years of experience in Customer Support/Customer Service, with leadership experience.
- Hands-on experience with HubSpot, Zoho CRM, OptCulture or similar customer service software.
- Solid team management and stakeholder coordination skills.
- Expertise in customer behavior analysis, service reviews, and process improvement.
- Excellent communication, analytical, and problem-solving abilities.

Experience in Retail and E-commerce customer support is mandatory.

📌 Head Customer Support (Bengaluru)
🏢 Sashi Vangapalli
📍 Bengaluru