Location: Gurugram

Experience: 5-7 years

D2C / E-commerce experience: Preferred

At Femmella, Customer Experience isn’t just about answering tickets.

It’s about solving problems, building customer love, leading a high-performing team and turning conversations into sales.

We’re looking for an Assistant Manager - Customer Experience & Sales who can take ownership of the CX floor, keep the team moving, and spot opportunities to make every customer interaction count.

What will you own?

- Own the CX floor - team performance, productivity, SLAs, TATs and day-to-day operations.
- Lead from the front - coach the team, conduct quality audits and help everyone get better at what they do.
- Turn conversations into conversions - drive sales through calls, WhatsApp and other customer touchpoints.
- Own the numbers - track CX and sales metrics, identify gaps and figure out what needs to change.
- Be the escalation ninja - step in when things get tricky and make sure customers get the right resolution, rapid.
- Spot patterns, not just tickets - identify recurring customer issues and work with internal teams to actually fix them.
- Bring the customer voice to the table - share insights,



trends and actionable feedback with management.
- Keep improving - experiment, challenge existing processes and find smarter ways to run CX.

What makes you a great fit?

- 3-5 years of experience in CX, Customer Support, D2C or E-commerce, preferably in a Team Lead / Assistant Manager role.
- You’ve managed a team before and know how to get the best out of people.
- You’re comfortable with numbers, targets, conversions and revenue - not just tickets and TATs.
- You have strong communication and problem-solving skills.
- You can handle a fast-moving environment where priorities can change quickly.
- You take ownership - if something is broken, you don’t just flag it, you figure out how to fix it.
- You’re customer-obsessed, but business-minded too.

Why Femmella?

Because we’re building CX differently.

Here, you won’t just be managing a support queue. You’ll have the opportunity to build processes, influence customer experience, drive revenue and make a visible impact on the business.

If you like ownership, fast decisions, big goals and figuring things out as you go - we’d love to meet you.

📌 Assistant Manager - Customer Service and Sales (Gurugram)
🏢 Femmella
📍 Gurugram