Job Title: Customer Success Manager
Location: Gurgaon
Experience: 4–8 years (D2C/eCommerce/Fashion preferred)

About Us

We're looking for an ownership-driven customer success manager who can run the back bone of customer experience for Oyela. You'll be the single point of accountability and own Oyela's entire post-purchase customer experience — the team, the process and the promise. You will lead 10 support agents and 2–4 escalation leads, and be the single owner of what a customer hears from us, how quick they hear it, and what happens inside the company when they raise an issue. This is a build role, not a queue-monitoring role.
This is a frontend driven customer first approach role instead of operational lead.

Key Responsibilities:

Team & KRAs: Define KRAs and scorecards for agents and escalation leads. Run weekly QA audits, coaching, 1:1s, rosters, training, hiring and retention.
Ticket lifecycle: Own the helpdesk stack across WhatsApp, calls, email, Instagram, chat and marketplaces. Define contact-reason taxonomy, P1–P4 priority, routing, SLAs,



reply templates and brand tone — and define exactly what "closed" means, with CSAT on every closure.
Internal action triggers: Map every complaint to the internal team that must act — warehouse, logistics, quality, catalog, finance, marketing — with named owner, TAT and proof of completion. Own the L1–L4 escalation matrix and make sure the customer is updated within the promised window, every time.
SOPs: Write an SOP for every contact reason and every internal trigger, with a time standard on every step. Maintain them versioned, review monthly/quarterly, update on any policy or partner change, and audit adherence.
Reporting & root cause: Own the leadership dashboard (FRT, resolution TAT, SLA adherence, backlog, CSAT, contacts per order, cost per contact). Run a weekly Voice-of-Customer review with ops and product to fix root causes — and bring support volume down, not just response time.

Requirements

4–8 years in cus

📌 Customer Success Manager (Gurugram)
🏢 Oyela
📍 Gurugram