Job Description

We are looking for an experienced Customer Care Manager to oversee customer support operations across our e-commerce website and third-party online marketplaces. The ideal candidate should have experience in retail/e-commerce customer service, team management, and escalation handling.

Key Responsibilities
Manage day-to-day customer care operations across online platforms.
Handle customer complaints, escalations, and service-related queries.
Oversee order-related issues, including delivery delays, cancellations, returns, refunds, and exchanges.
Lead and manage the customer support team to ensure timely query resolution.
Coordinate with e-commerce, logistics, warehouse, and internal teams.
Monitor customer service KPIs, response times, and customer satisfaction.
Implement processes to improve service quality and customer experience.




Prepare regular reports on customer complaints, resolutions, and team performance.

Requirements
4 to 6 years of experience in customer service, preferably in retail, fashion, apparel, D2C, or e-commerce brands.
Prior experience in managing a customer care team is mandatory.
Excellent English-speaking skills with solid verbal and written communication abilities are mandatory.
Robust knowledge of e-commerce operations and marketplace customer support.
Experience with CRM tools, complaint management, and escalation handling.
Robust leadership, interpersonal, and problem-solving skills.

Preferred: Candidates with experience managing customer service operations for both brand websites and online marketplaces.

📌 Customer Care Manager New Delhi
🏢 Meena Bazaar
📍 New Delhi