Key Responsibilities
- Lead, mentor and manage the Customer Support team to ensure smooth day-to-day operations.
- Monitor team performance and drive achievement of key customer service KPIs.
- Handle and resolve complex customer issues and escalations effectively.
- Develop, implement and continuously improve SOPs, workflows and escalation processes.
- Identify recurring customer issues and work with internal teams to address the root cause.
- Manage customer queries related to various E-commerce platforms, orders, products, deliveries, returns, replacements and service-related issues.
- Coordinate closely with E-commerce, Order Processing, Logistics, Accounts, IT and Operations teams.
- Analyse customer support data and prepare MIS reports, performance reports and actionable insights for management.
- Improve response time, resolution time, customer satisfaction and overall support efficiency.
- Train, coach and develop team members to improve their communication, product knowledge and customer-handling skills.
- Identify opportunities for process automation,



technology implementation and operational improvements.
- Ensure appropriate team coverage and smooth functioning of operations across shifts.
- Build a customer-centric culture focused on quality, ownership and timely resolution.

What We Are Looking For

We are looking for someone who has:
- 712 years of experience in Customer Support / Customer Service / E-commerce Operations.
- Proven experience in team management and leadership.
- Experience working in a product-based company, E-commerce organisation or consumer products environment.
- Strong understanding of E-commerce customer support processes and marketplace-related queries.
- Hands-on experience in creating SOPs, streamlining processes and implementing operational improvements.
- Robust analytical, problem-solving and decision-making abilities.
- Excellent ability to manage customer escalations and challenging situations.
- Solid cross-functional c

📌 Hiring Customer Support Manager (Pune)
🏢 Casa Laxmi
📍 Pune