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 transparent, 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
- Strong stakeholder manage

📌 Customer Support Manager (Bengaluru)
🏢 Informica Solutions
📍 Bengaluru