Lead and manage the end-to-end Customer Support function

Manage and mentor the support team, ensuring productivity and accountability

Monitor SLA, TAT, FRT, ART, FCR, CSAT, and ticket closure metrics

Ensure fast and effective resolution of customer queries and escalations

Handle high-priority customer escalations and drive them to closure

Identify recurring customer issues and conduct root-cause analysis

Build and improve support SOPs, workflows, and escalation processes

Work closely with Operations, Dark Stores, Delivery, Finance, Product, and Technology teams to resolve customer issues

Use customer insights and support data to identify opportunities for process and product improvements

Drive initiatives to reduce complaints, escalations, resolution time, and avoidable refunds/cancellations

3–6 years of experience in Customer Support / Customer Experience / Customer Service





Prior experience managing a customer support team

Excellent communication and customer-handling skills

Strong analytical and problem-solving abilities

Ability to work in a rapid-paced, high-volume environment

Strong ownership, leadership, and accountability

Experience with CRM/helpdesk tools and good knowledge of Excel/Google Sheets

Experience in Quick Commerce, E-commerce, Logistics, BPO, or Consumer Tech will be an advantage

Pay: ₹11,744.01 - ₹50,000.00 per month

Benefits

- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Customer Support Manager (Hyderabad)
🏢 Quiklee
📍 Hyderabad