We are looking for an experienced Customer Support Manager to lead our customer service team for a fast-growing e-commerce and wellness brand. The role will involve managing daily customer support operations, improving customer experience, handling escalations, monitoring team performance, and ensuring smooth coordination between support, operations, warehouse, logistics, and sales teams.

Key Responsibilities

Ensure all customer queries are resolved quickly, professionally, and accurately.

Handle escalated customer complaints and provide suitable resolutions.

Monitor daily support performance including call quality, response time, resolution time, missed calls, pending tickets, and customer satisfaction.

Train, guide, and motivate customer support executives to improve communication, product knowledge, and conversion skills.

Create and improve customer support scripts, SOPs, FAQs, and escalation processes.

Coordinate with logistics, warehouse, pharmacy/operations, marketing, and tech teams to resolve order-related issues.

Track order confirmation, cancellations, returns, refunds, RTO, delivery delays, and customer complaints.

Ensure customer data and order information are handled confidentially and accurately.

Identify recurring customer issues and suggest improvements in product, website, checkout, delivery, and post-purchase experience.

Prepare daily, weekly, and monthly reports for management.

Support telesales/order confirmation workflows where required.





Ensure the team maintains a polite, empathetic, and brand-appropriate tone with customers.

Required Skills & Experience

Minimum 3-5 years of experience in customer support, preferably in e-commerce, D2C, healthcare, wellness, beauty, or consumer products.

At least 1-2 years of team management experience.

Strong communication skills in Hindi and English.

Experience managing calls, WhatsApp support, CRM/ticketing tools, or order management systems.

Positive understanding of order lifecycle: order placed, confirmation, dispatch, delivery, return, refund, and RTO.

Ability to handle pressure, escalations, and high-volume customer queries.

Strong leadership, problem-solving, and reporting skills.

Comfortable using Excel/Google Sheets for tracking team performance and operational data.

Preferred

Experience with Shiprocket, Shopify/custom e-commerce dashboards, WhatsApp API tools, CRM systems, or call centre software.

Experience managing telecalling, order confirmation, telesales, or customer retention teams.

Prior experience in a D2C brand or healthcare/pharmacy business.

Key Performance Indicators

Response time Resolution time Customer satisfaction Order confirmation rate Call answer rate Escalation closure rate Cancellation reduction RTO reduction support Team productivity Quality score of calls/chats

Pay: ₹25,000.00 - ₹45,412.91 per month

Work Location: In person

📌 Customer Support Manager (Andheri East)
🏢 Evercaring Pharmacy
📍 Andheri East