Customer Experience Management * Lead the customer support team to deliver prompt, empathetic, and high-quality customer service across all channels. * Ensure every customer interaction reflects the brand’s premium experience. * Monitor service quality and continuously improve customer satisfaction. 2. Returns, Exchanges & Refunds * Own the complete returns, exchanges, and refunds lifecycle. * Ensure timely processing within defined SLAs. * Coordinate with internal teams to resolve issues efficiently. * Identify trends in returns and recommend corrective actions to reduce return rates. 3. Customer Escalation Management * Handle high-priority customer complaints and escalations with ownership. * Drive timely resolution while balancing customer satisfaction and business interests. * Maintain escalation logs and conduct root cause analysis to prevent recurrence. 4. Team Leadership * Lead, coach, and mentor the customer experience team. * Set clear performance goals and conduct regular performance reviews. * Train the team on communication, product knowledge, SOPs, and customer handling. 5.



Process Improvement * Review existing customer support processes and implement improvements. * Develop and update SOPs to improve operational efficiency. * Collaborate with cross-functional teams to address recurring customer concerns. 6. Reporting & Analytics * Prepare weekly and monthly MIS reports on: * Customer queries * Returns, exchanges & refunds * Escalations * SLA adherence * Customer Satisfaction (CSAT) * Team productivity * Present actionable insights and recommendations to leadership. 7. Cross-Functional Collaboration * Work closely with Retail, E-commerce, Warehouse, Logistics, Finance, Merchandising, and Quality teams to ensure a seamless customer journey. * Support current initiatives aimed at enhancing customer experience. requirements; Bachelor’s degree in any discipline. * 3–7 years of experience in Customer Experience, Customer Support, or Customer Service Operations. * Minimum 2 years of experience leading a customer support team. * Experience in retail, fashion, lifestyle, luxury, or D2C/e-commerce brands is preferred.

📌 Customer Service Lead (India)
🏢 Mulmul
📍 India