Location Ahmedabad Experience 5 Years in E-commerce Customer Support Employment Type Full time Work from Office About the Role We are seeking a highly skilled Manager - Customer Support with proven expertise in the E-commerce industry The successful candidate will have hands-on experience with Zendesk strong leadership abilities and a results-driven approach to managing KRAs and KPIs You will play a key role in driving team performance ensuring customer satisfaction and maintaining strong client relationships Key Responsibilities Lead coach and manage a team of customer support executives to achieve performance targets Oversee daily operations within Zendesk ensuring SLAs are consistently met Define monitor and report on team performance metrics CSAT FRT AHT DSAT etc Act as an escalation point for complex issues and ensure timely resolution Maintain strong client relationships by delivering service excellence Conduct regular team reviews coaching sessions and performance evaluations Collaborate with cross-functional teams Logistics Sales Operations Tech for issue resolution Drive process improvements to enhance customer experience and operational efficiency Key Requirements Minimum 5 years of experience in E-commerce customer support with at least 2 years in a similar position or equivalent Expertise in Zendesk or other CRM helpdesk tools Strong understanding of KRAs KPIs and performance management Exceptional communication leadership and problem-solving skills Ability to analyze data and translate insights into action plans Customer-first mindset with excellent relationship management skills KPIs to Measure Success Customer Satisfaction CSAT Quality Assurance QA Score First Response Time FRT Average Handling Time AHT SLA adherence Resolution Rate Customer Retention Escalation Resolution Rate Team productivity overall service quality Work Timings Compensation Work Timings 9 00 AM - 7 00 PM Monday to Saturday Compensation 50 000 - 60 000 per month Why Work With Us Join a fast-growing company that wants to develop customer support as a service Lead a dynamic and high-performing support team Cordial and highly rewarding work setting Job Type Full-time Pay 50 000 00 - 60 000 00 per month Work Location In person

📌 Manager – Customer Support (Gujarat)
🏢 Kiri Accounting
📍 Gujarat