We are currently hiring for Manager / AVP – Customer Service / Customer

Industry - Retail/Fashion/Beauty/Cosmetics

About the Role

The role will lead end-to-end Customer Service / Customer Experience operations, managing teams, driving service quality, handling escalations and improving customer experience across multiple support channels.

Key Responsibilities

Manage customer support across Voice, Email, Chat & Social Media.

Lead, mentor and manage customer service teams.

Drive SLA, CSAT, NPS, CES, FCR, AHT, productivity and quality metrics.

Handle customer escalations and ensure timely resolution.

Drive process improvement, automation and SOP implementation.

Prepare MIS, dashboards and performance reports.

Manage BPO / external vendor relationships, wherever applicable.

Collaborate with Product,



Operations, Logistics, Technology and Business teams to improve the customer journey.

Ideal Profile

6–15+ years of experience in Customer Service / Customer Experience / Contact Center Operations.

Solid experience in team management and large-scale customer operations.

Candidates from E-commerce, Fashion, Retail, Marketplace or consumer-facing businesses preferred.

Strong knowledge of CSAT, NPS, FCR, AHT and SLA management.

Experience with Zendesk, Freshdesk, Salesforce Service Cloud or similar CRM platforms.

Strong analytical, problem-solving and stakeholder management skills.

📌 Customer Service Manager (Mumbai)
🏢 Skyleaf Consultants LLP
📍 Mumbai