About the Role:

We are seeking an experienced Customer Experience/Success Manager with a strong background in Direct-to-Consumer (D2C) e-commerce. The ideal candidate will be responsible for ensuring a seamless shopping journey, managing customer support operations, driving high customer satisfaction (CSAT), and fostering long-term brand loyalty among our consumers.

Key Responsibilities:

- Lead, mentor, and manage the customer support team, including hiring, training, conducting performance reviews, and inspiring agents to consistently meet team KPIs.

- Oversee the customer ticketing process, monitoring and guiding the team's responses to diverse D2C order queries (shipping delays, refunds, product usage, etc.) to ensure timely, high-quality resolutions.

- Act as the ultimate voice of the everyday consumer, ensuring their needs, questions, and concerns are addressed promptly and effectively.

- Manage the post-purchase customer journey, tracking metrics like First Response Time (FRT), Resolution Time, and Customer Satisfaction Score (CSAT).

- Handle escalated customer complaints with empathy, turning negative shopping experiences into positive brand interactions.

- Monitor customer feedback, product reviews, and support tickets to identify recurring pain points or defects.

- Collaborate with internal teams (Marketing,



Operations, and IT) to resolve systemic issues impacting the consumer experience.

- Analyze consumer purchasing patterns and engagement data to identify opportunities for upselling, cross-selling, and encouraging repeat purchases.

- Develop and implement strategies to boost customer retention, reduce return rates, and improve Net Promoter Score (NPS).

- Stay updated on D2C e-commerce trends, consumer behavior, and customer service best practices.

Requirements:

- Bachelors degree

- 3–6 years of proven experience in Customer Service, Customer Experience (CX), or Customer Success, preferably within the D2C, retail, or E-commerce industry.

- Deep understanding of the B2C e-commerce ecosystem, including the consumer lifecycle, retention strategies, and order fulfilment realities.

- Excellent communication, interpersonal, and conflict-resolution skills with a strong sense of consumer empathy.

- Experience managing high volumes of consumer queries and overseeing support agents or ticketing queues.

- Familiarity with D2C helpdesk and e-commerce platforms (e.g., Freshdesk, Shopify, Amazon).

- Ability to multitask, prioritize, and manage time effectively in a quick-paced consumer retail environment.

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