A MULTI-BRAND D2C CONSUMER PRODUCTS COMPANY

Job Description
Customer Experience | Full-Time | India (on-site) | US Customers Customer Scope: You will own customer support across our full portfolio of consumer brands. Our customers are based in the United States, and most of our support volume arrives outside India business hours.

Location:
Jubilee Hills, Hyderabad Employment Type: Full-Time Work Hours: 6 Days WFO Shift Timings: 10:00AM
- 7:00PM Notice Period: 15
- 30 Days (Maximum) We are hiring a Customer Support Manager to own the entire customer experience after the sale. You will lead our day and night support team, set the standard for how we talk to customers, and make sure every email, direct message, chat, and review gets a quick, accurate, and human response. This is a hands-on leadership role. You will coach your team, step into escalations yourself, and use what customers tell us to help the rest of the business get better. For a subscription-heavy business like ours, great support protects revenue directly, through saved subscriptions, fewer chargebacks, and happy repeat customers.

Key Responsibilities
• Lead and develop the support team across day and night shifts, including scheduling, coverage, performance reviews, and coaching.
• Own support across every channel, including email, social media direct messages, live chat, marketplace messages, and product reviews.
• Set and track service standards, including first response time, resolution time, backlog, customer satisfaction, and quality scores, and report on them regularly.
• Manage subscription support end to end, including cancellations, updates, pauses, and save offers, with the aim of retaining customers wherever it is the right outcome for them.
• Own refunds, replacements, and returns, and make sure they follow our policies consistently while still treating customers fairly.
• Manage chargebacks and payment disputes, including responding with strong evidence and spotting patterns that cause them.
• Own reputation management, including responding to reviews on platforms such as Trustpilot and TikTok, and resolving negative or hidden reviews quickly.
• Handle escalations personally when needed,



and drive upset customers and difficult cases through to a resolution.
• Run quality assurance by auditing a sample of tickets, giving structured feedback, and holding the team to a clear quality bar.
• Build and maintain the support playbook, including macros, knowledge base articles, and standard operating procedures, and keep them current as products and policies change.
• Recruit, onboard, and train new team members, and plan ahead for attrition and peak periods.
• Turn customer feedback into insight for the growth, product, and operations teams, so recurring issues get fixed at the source.
• Work with our technology team to automate repetitive tasks and improve our helpdesk, storefront, and subscription tools.
• Produce clear daily and weekly reporting on volumes, performance, and open issues. Required Qualifications and

Experience:
• At least five years of experience in customer support, including at least two years leading a support team.
• Experience in a direct-to-consumer, e-commerce, or subscription business, supporting customers in the United States.
• Hands-on experience with a helpdesk platform such as Freshdesk, Zendesk, or Gorgias, including reporting, automations, and macros.
• A track record of running support to clear service level targets, using metrics such as response time, resolution time, and customer satisfaction.
• Experience managing refunds, replacements, and chargebacks, and working within defined policies.
• Excellent written and verbal English, and the judgment to coach others on tone and communication.
• A calm, solution-focused approach to difficult customers and high-pressure escalations.
• Comfort managing a team across day and night shifts.
• A bachelor's degree is preferred but not required. Preferred

Qualifications:




• Experience with subscription businesses, including cancellation handling and retention or save flows.
• Experience with Shopify and subscription management tools.
• Experience in health, wellness, pet, or other consumer categories where product questions are common.
• Experience managing support for marketplaces such as Amazon, Walmart, or TikTok Shop.
• Experience building a support team or function from the ground up. Where We Expect to Find This Person strong candidates are likely to come from one of the following backgrounds.
• A support team lead or manager at a direct-to-consumer or e-commerce company serving US customers.
• A manager at an outsourced customer experience provider who has run teams supporting US consumer brands.
• A senior support specialist ready to step up into people leadership, with a strong record of quality and escalation handling. Key Competencies:
• You are customer-obsessed, and you care as much about how a customer feels at the end of a conversation as whether the ticket is closed.
• You are a strong coach, and you can raise a team's quality through clear, kind, and consistent feedback.
• You are calm under pressure, and you treat an escalation as a problem to solve rather than a fire to avoid.
• You are data-driven, and you use ticket trends and metrics to find root causes instead of only closing tickets.
• You are organized and reliable, and you keep coverage steady across shifts without things slipping through the cracks. Compensation and

Benefits:
• Pay is based on experience, in line with market standards. Success Metrics for the First Three to Six Months
• First response and resolution times consistently meet target across all channels, including night coverage.
• Customer satisfaction and quality audit scores trend upward.
• Backlog stays low, and no ticket sits unanswered beyond the agreed limit.
• Chargeback rates and avoidable refunds decrease.
• A documented support playbook, quality review process, and reporting rhythm are in place.
• The team is fully staffed and trained, with a clear plan for covering absences and growth.

📌 Customer Support Manager (Hyderabad)
🏢 Good Health
📍 Hyderabad