About the job

? Location: Erode, Tamil Nadu

About Us

At Deyga, we are passionate about creating natural, sustainable, and effective personal care products trusted by millions. As our customer base continues to grow across India and beyond, we are looking for a Senior Manager – Customer Care to lead our customer support function, strengthen customer experience, and build a high-performing customer care team.

Role & Responsibilities:

- Lead and manage the overall Customer Care team across phone, email, chat, and social platforms.
- Monitor team performance, productivity, response time, resolution time, and customer satisfaction.
- Handle and resolve critical or escalated customer concerns with professionalism and empathy.
- Develop and improve customer service processes, SOPs, escalation matrices, and quality standards.
- Train, mentor, and guide Customer Care Executives to improve communication and service quality.
- Analyse customer feedback, complaints, and recurring issues to identify areas for improvement.
- Prepare and review regular reports on customer queries, complaints, resolutions, and team performance.
- Work closely with operations, logistics, marketing, e-commerce, and other internal teams to resolve customer issues efficiently.




- Ensure timely follow-ups and maintain a consistently positive customer experience.
- Identify opportunities to improve customer retention, loyalty, and overall satisfaction.

Requirements:
- Strong fluency in English is a must. Proficiency in additional languages will be an advantage.
- Excellent communication, leadership, and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Experience in handling customer escalations and managing customer service teams.
- Ability to analyse customer service data and performance metrics.
- Strong understanding of CRM tools, MS Office, and customer support platforms.
- Ability to multitask, prioritize, and manage a fast-paced customer support environment.

Preferred Profile:
- 3+ years of experience in Customer Service/Customer Experience , with prior experience in a team leadership or managerial role.
- Experience in D2C, Beauty, Personal Care, or FMCG brands will be an added advantage.
- Customer-first mindset with robust team management and process-building capabilities.

? Interested candidates can drop their resume at [email protected]

📌 Senior Manager Customer Support (Erode)
🏢 Deyga
📍 Erode