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
35 years in customer support/service operations (D2C, e-commerce, or retail)
Experience managing a 10+ agent team, including performance and shift planning
Solid 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
Robust 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 (India)
🏢 Informica Solutions
📍 India