Customer Support Manager

Company: VibeCrafts

Location: Noida, Sector 8

Experience: 3–6 Years

Salary: Up to ₹32,000 In-Hand per Month

Industry: E-Commerce / D2C / Home Décor

About VibeCrafts

VibeCrafts is a growing E-Commerce & D2C company dealing in Home Décor, Home Furnishing, Furniture, Paintings, Mirrors, Lighting, Crafts and Lifestyle Products.

We are looking for an experienced Customer Support Manager who can manage day-to-day customer support activities, handle escalations and effectively manage the customer support team.

Job Responsibilities

- Manage daily Customer Support operations for the E-Commerce business.
- Handle and monitor customer queries through Inbound & Outbound Calls, WhatsApp/Chat and Email.
- Handle customer queries related to orders, products, payments, delivery, returns, replacements and exchanges.
- Take ownership of complex customer complaints and escalations.
- Manage and guide the Customer Support team and ensure smooth day-to-day operations.
- Allocate and monitor customer queries/tasks among team members.
- Monitor team performance and ensure timely resolution of customer issues.
- Support team members in handling difficult or escalated customers.
- Follow up on pending, delayed or exceptional customer cases.
- Maintain records and reports related to customer complaints and resolutions.
- Identify recurring customer issues and communicate them to the relevant teams.
- Ensure customers receive accurate information regarding orders, products and company policies.
- Help improve customer support processes and overall customer experience.
- Train and guide junior team members whenever required.

Team Handling Responsibilities




- Handle and supervise a team of Customer Support Executives.
- Monitor attendance, task allocation and daily work.
- Track team performance and query resolution.
- Ensure proper communication and service quality.
- Conduct regular follow-ups with team members regarding pending cases.
- Provide guidance, training and feedback to improve team performance.
- Act as the escalation point for difficult customer cases.

Requirements
- 3–6 years of experience in Customer Support / Customer Care / E-Commerce Support.
- Previous team handling experience is mandatory.
- Experience managing or supervising a Customer Support team will be preferred.
- E-Commerce / D2C customer support experience is preferred.
- Good English communication skills are mandatory.
- Comfortable handling customer communication through calls, chats and emails.
- Positive Hindi communication skills.
- Strong customer-handling and problem-solving skills.
- Basic knowledge of E-Commerce order processing and order lifecycle.
- Good computer knowledge and familiarity with Email, WhatsApp and customer/order management systems.
- Ability to handle escalations professionally.
- Good coordination and team-management skills.
- Should be responsible, organized and capable of taking ownership of customer support operations.

Work Profile

This is an E-Commerce Customer Support Management role,



not a typical high-volume BPO/call-centre role.

The work involves a mix of calls, chats, emails, order-related support, internal coordination, team supervision and customer escalations.

The focus is on quality customer service, team performance, smooth coordination and timely resolution of customer issues, rather than continuous calling throughout the day.

Key Skills

Customer Support Management | Team Handling | Customer Escalation | Inbound & Outbound Calls | Chat Support | Email Support | E-Commerce Support | Order Management | English Communication | Hindi Communication | Problem Solving | Team Coordination | Customer Satisfaction

Why Join VibeCrafts?

- Work with a growing E-Commerce & D2C brand
- Exposure to real E-Commerce customer operations
- Opportunity to lead and develop a customer support team
- Work across customer service, orders, logistics and internal operations
- Professional and collaborative work environment
- Opportunity to grow with a developing E-Commerce business
- ONLY CANDIDATES COMFORTABLE WITH IMMEDIATE JOINERS,F2F INTERVIEW,6 DAYS WORKING MAY APPLY!

Salary: Up to ₹32,000 In-Hand

Experience: 3–6 Years

Team Handling Experience: Mandatory

Location: A-36, Sector-8, Noida

Nearest Metro: Noida Sector-16

Website: https://vibecrafts.com/

HR Email: [email protected]

Pay: Up to ₹32,000.00 per month

Benefits

- Provident Fund

Application Question(s):
- ARE YOU OKAY WITH SALARY UPTO 32K INAHND?
- ARE YOU OKAY WITH F2F ROUND?
- ARE YOU OKAY WIT NOIDA SECTOR 8 LOCATION?
- HOW MANY YEARS OF EXP DO YOU HAVE IN SENIOR CUSTOMER SUPPORT?

Work Location: In person

📌 Customer Support Manager (Noida)
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📍 Noida