About Material Depot

Material Depot is building the Ultimate Home Decor Destination—redefining how India shops for interior products like tiles, laminates, and wall decor. Trusted by 10,000+ homes, we are transforming a ₹100,000 crore industry by bringing "Pinterest-worthy" visions to life faster, smarter, and more affordably.

The Role: Assistant Manager – Customer Success

We are looking for a high-ownership, operationally sharp Assistant Manager to lead our Customer Success & Escalations function. You will not just manage tickets; you will own the end-to-end resolution ecosystem, drive frontline CS team performance, and build bulletproof processes to minimize post-purchase friction. You will sit at the intersection of Customer Success, Logistics, Sales, and Procurement—ensuring every high-stakes escalation is resolved with speed, authority, and accountability.

What You’ll Own

Escalation Command & Resolution: Directly drive high-risk, high-value customer escalations, logistics delays, and material disputes to resolution. Serve as the final point of escalation before executive leadership.

Team Leadership & Performance: Lead, mentor, and monitor daily metrics for Customer Success Associates. Drive team SLAs across ticket resolution times, response quality, and customer retention metrics.

Cross-Functional Coordination: Work hand-in-hand with Logistics, Procurement,



and Sales leads to eliminate systemic fulfillment bottlenecks and streamline refund/cancellation/exchange workflows.

Process & SOP Optimization: Continuously audit CS processes, escalation logs, and root-cause data to build preventative SOPs and prevent repeat delivery failures.

Strategic Reporting: Track daily/weekly escalation metrics, report retention insights directly to management, and turn customer feedback into actionable operational improvements.

Leadership & Escalation Handling: Proven track record of managing high-pressure customer escalations and leading frontline support/CS teams.

Language Proficiency: Fluent in English & Kannada/Hindi/Telugu (Mandatory).

Analytical & Process-Driven: Highly structured with expertise in tracking escalation metrics, managing CRMs, and driving data-backed decisions in Google Sheets/Excel.

Bias for Action: Unwavering ownership mindset—takes personal accountability for team outputs and root-cause resolution.

Profiles to reject:

Individual contributors with zero team management or escalation handling experience.

Candidates coming purely from BPO/Call-Center setups without experience in high-touch e-commerce, logistics, supply chain, or interior/D2C operations.

Profiles seeking remote or hybrid arrangements (This is a 100% in office, Bangalore-based role).

Pay: ₹500,000.00 - ₹550,000.00 per year

Work Location: In person

📌 Assistant Manager - Customer success (Bengaluru)
🏢 Material Depot
📍 Bengaluru