Job Description

Customer Experience Management

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Lead the customer support team to deliver prompt, empathetic, and high-quality customer service across all channels.

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Ensure every customer interaction reflects the brand’s premium experience.

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Monitor service quality and continuously improve customer satisfaction.

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Returns, Exchanges & Refunds

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Own the complete returns, exchanges, and refunds lifecycle.

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Ensure timely processing within defined SLAs.

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Coordinate with internal teams to resolve issues efficiently.

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Identify trends in returns and recommend corrective actions to reduce return rates.

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Customer Escalation Management

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Handle high-priority customer complaints and escalations with ownership.

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Drive timely resolution while balancing customer satisfaction and business interests.

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Maintain escalation logs and conduct root cause analysis to prevent recurrence.

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Team Leadership

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Lead, coach, and mentor the customer experience team.

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Set transparent performance goals and conduct regular performance reviews.

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Train the team on communication, product knowledge, SOPs, and customer handling.

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Process Improvement

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Review existing customer support processes and implement improvements.

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Develop and update SOPs to improve operational efficiency.

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Collaborate with cross-functional teams to address recurring customer concerns.

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Reporting & Analytics

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Prepare weekly and monthly MIS reports on:

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Customer queries

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Returns, exchanges & refunds

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Escalations

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SLA adherence

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Customer Satisfaction (CSAT)

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Team productivity

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Present actionable insights and recommendations to leadership.

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Cross-Functional Collaboration

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Work closely with Retail, E-commerce, Warehouse, Logistics, Finance, Merchandising, and Quality teams to ensure a seamless customer journey.

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Support current initiatives aimed at enhancing customer experience.

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requirements;

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Bachelor’s degree in any discipline.

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3–7 years of experience in Customer Experience, Customer Support, or Customer Service Operations.

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Minimum 2 years of experience leading a customer support team.

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Experience in retail, fashion, lifestyle, luxury, or D2C/e-commerce brands is preferred.

📌 Customer Service Lead New Delhi
🏢 Mulmul
📍 New Delhi