Role Summary Own end-to-end customer support across our brand portfolio. Lead a multi-tier team, drive the metrics that matter, and build CS into a strategic function. Reports into Business Operations; works closely with e-commerce, logistics, and finance. What You'll Do Team & Operations - Manage L1/L2 agents handling calls, tickets, and returns/exchange queries across brands

- Own shift planning, coverage, and escalations
- Drive performance management: call quality, tagging accuracy, idle-time and Others%

trends Reporting & Metrics - Own the CS reporting pipeline — daily/weekly funnels, agent performance, leadership snapshots
- Track Attempt Rate, Same Day Connect Rate, IB Connect Rate against benchmarks
- Present clear, actionable performance summaries to leadership

Returns, Refunds & Warranty - Own returns/exchange/refund workflows across Return Prime, Shopify, and courier partners
- Manage COD refund tracking, reconciliation, and payouts
- Oversee warranty claims and SOP adherence across CS, Ops, Finance, Logistics

Customer Experience & NPS
- Own NPS measurement and reporting; drive Promoter/Detractor improvement
- Flag recurring product or fulfillment issues to the right teams




- Represent the customer voice in cross-functional planning, including our upcoming

flagship store's service experience Process & Systems
- Improve SOPs for returns, exchanges, warranty, and refunds
- Partner with tech/ops on dialer, automation, and CS tooling improvements
- Manage vendor relationships (dialer, ticketing, payout gateways)

What We're Looking For
- 3–5 years in customer support/service operations (D2C, e-commerce, or retail)
- Experience managing a 10+ agent team, including performance and shift planning
- Strong with data — dialer exports, Excel/Sheets, reporting dashboards; Claude is a plus
- Hands-on with Shopify, Return Prime, Exotel, Unicommerce, or similar
- Experience owning refund/returns operations, including COD reconciliation
- Solid stakeholder management across CS, Ops, Logistics, Finance
- Sharp communication — turns data into leadership-ready insight

Nice to Have
- NPS program design and reporting experience
- Reverse logistics/TAT analysis across Delhivery, Shadowfax, Ekart
- Experience with omnichannel (online + retail) customer experience

📌 Customer Support Manager - Bengaluru (3+ Years)
🏢 Informica Solutions
📍 Bengaluru