Job Title: Senior Customer Support Manager

Job Overview:

We are seeking a highly capable Senior Customer Support Manager to lead customer experience management while safeguarding product reputation and listing health across e-commerce platforms.

This role goes beyond traditional customer support management. The ideal candidate will proactively identify products at risk of listing suppression, rating decline, or policy violations, lead initiatives to improve review health and customer satisfaction, and coordinate operational teams including customer support, warehouse, and technical staff to resolve systemic issues affecting customers and product performance.

The role requires a data-driven leader who can convert customer feedback into operational improvements, protect brand reputation, and ensure smooth execution across departments.

Key Responsibilities:

1. Customer Experience Leadership

- Lead and manage the Customer Support Team, ensuring high standards in customer communication, issue resolution, and response time.
- Establish and maintain best-in-class customer experience standards across all channels including email, phone, chat, and marketplace messaging systems.
- Handle high-impact escalations and sensitive customer issues requiring managerial intervention.
- Build a culture of accountability, responsiveness, and customer-centric thinking within the support team.

2. E-Commerce Listing Health & Risk Management

- Proactively identify products at risk of listing suppression, policy violations, or marketplace blocking by monitoring returns, complaints, refund trends, and negative reviews.
- Continuously track product ratings, review patterns, and feedback signals across marketplaces.




- Lead initiatives to improve review health and product reputation, including root-cause analysis and corrective actions.
- Work with internal teams to resolve product, packaging, logistics, or listing issues affecting ratings.
- Ensure adherence to marketplace quality benchmarks and seller performance metrics.

3. Customer Feedback Intelligence & Review Health Management

- Develop systems to monitor and analyze customer reviews, complaints, and feedback trends.
- Identify recurring product issues and escalate them to the appropriate teams for resolution.
- Implement strategic actions to improve product ratings and reduce negative feedback.
- Ensure rapid response and resolution of customer dissatisfaction signals to prevent rating damage.

4. Operational Command & Cross-Team Coordination

- Provide operational oversight and direction to warehouse, customer support, and technical teams in resolving product and order-related issues.
- Coordinate with the warehouse team to address packaging defects, shipment errors, damaged goods, and fulfillment problems impacting customer experience.
- Collaborate with the technical team to resolve listing errors, platform integrations, catalog issues, and automation failures.
- Ensure cross-functional alignment between departments to resolve root causes of customer complaints.

5. Performance Monitoring & Strategic Reporting

- Track and report key performance indicators including:




- Customer Satisfaction (CSAT)
- Review Ratings & Review Health
- Product Return Trends
- Listing Risk Indicators
- Customer Complaint Categories
- Present actionable insights to management based on customer feedback and support data.
- Lead continuous improvement initiatives to reduce returns, complaints, and rating risks.

6. Process Optimization & Quality Improvement

- Design and implement SOPs, escalation frameworks, and quality control mechanisms for customer support operations.
- Identify process gaps and introduce automation, workflow improvements, and efficiency enhancements.
- Develop systems to ensure early detection of product reputation risks.

Required Qualifications

- Bachelor’s degree in Business, E-Commerce, Operations, or a related field.
- 5–7 years of experience in Customer Support, Customer Experience, or E-Commerce Operations.
- Minimum 2–3 years in a managerial or leadership role.
- Strong experience handling marketplace customer feedback and product review management.
- Proven ability to manage cross-functional operational teams.

Core Competencies

- Customer Experience Strategy
- Review & Reputation Management
- Operational Leadership
- Data-Driven Decision Making
- Escalation & Crisis Handling
- Cross-Department Coordination

Key Performance Indicators (KPIs)

- Customer Satisfaction Score (CSAT)
- Average Response & Resolution Time
- Product Review Ratings & Feedback Trends
- Return and Refund Ratio
- Listing Health & Compliance Rate
- Escalation Resolution Time

Job Types: Full-time, Permanent Pay: ₹30,000.00 - ₹45,000.00 per month

Perks

- Cell phone reimbursement

Work Location: In person

📌 Senior Customer Support Manager (Thrissur)
🏢 Revensa Enterprises
📍 Thrissur