About SOLARA

SOLARA is a rapid-growing D2C home & kitchen brand — cookware, small appliances and drinkware — selling across Amazon, Flipkart, Blinkit, Zepto, our own Shopify store and a growing offline/B2B channel. When a customer's air fryer arrives late or a refund is stuck,
*we*
are the brand they judge. We're hiring a hands-on customer service leader to own that experience end-to-end.

The role

You'll run one division of our customer service function day-to-day — leading a team of 7–8 across calls, email and chat, personally handling the hard escalations, and making sure customers walk away resolved. This is a hands-on, in-the-queue role, not a dashboard-only one: you'll still pick up the phone for the angry customer, draft the tricky reply, and set the standard your team follows. You'll report directly to leadership.

What you'll do
- Own escalations
— be the person who takes the furious customer, the 1-star review, the social-media threat, and turns it around
- Lead the team
— manage, coach, schedule and hold accountable a 7–8 person team across voice,



email and chat; set QA standards and drive first-response and resolution SLAs
- Work every channel
— calls, email, WhatsApp/chat, and marketplace messaging (Amazon, Flipkart); you're fluent and fast in all of them, especially in writing
- Resolve, don't deflect
— coordinate with warehouse, logistics partners (Delhivery/Shadowfax etc.) and finance to actually fix delivery, return, refund and COD issues
- Protect the ratings
— manage marketplace feedback, reviews and NPS; reduce escalation and complaint rates at the root
- Build the system
— write the SOPs, response templates, escalation matrix and KPIs; bring structure as volume scales across channels
- Report the truth
— track ticket volumes, response/resolution times, CSAT, repeat-contact rate, and surface the
*product/ops*
problems driving contacts

What you bring
- 5–8 years in customer service / support, with 2–3 years managing a team
- Genuinely hands-on a

📌 Senior Manager — Customer Service (Hyderabad)
🏢 SOLARA Home
📍 Hyderabad