Company Description UltraCare PRO, founded in 2012 by IIM Ahmedabad alumni Mr. Sugnesh Hirpara and Mr. Kartik Satasiya, is a leading MedTech company specializing in ergonomic, wearable, and wireless pain relief devices. Recognized by StartUp India, the company delivers cutting-edge solutions for pain management that are designed for use at home, in clinics, or on the go. UltraCare PRO is committed to improving quality of life through advanced, user-friendly technology. With an emphasis on innovation and customer satisfaction, the company continues to lead in the MedTech industry. Role Description This is a full-time, on-site Customer Experience Manager role in Ahmedabad. You will own the complete post-purchase experience for UltraCare PRO customers across our website, Amazon, Flipkart, Myntra and quick commerce. You will lead a small support team, fix the root causes of complaints and returns, and turn customer feedback into better products, listings and processes. You will report directly to leadership. Role Description
• Own and manage end-to-end customer support operations across channels (calls, WhatsApp, email, etc.).
• Analyze customer queries, complaints, and feedback to identify patterns, root causes, and improvement opportunities.
• Build and track key support metrics such as TAT, resolution rate, CSAT, repeat issues, and escalation trends.
• Use data to drive process improvements, reduce ticket volume, and improve customer experience.
• Design and implement support workflows, SOPs, and escalation frameworks.
• Collaborate with product, operations,



and marketing teams to resolve recurring issues at the source.
• Train, manage, and monitor the support team to ensure consistent quality and efficiency.
• Identify opportunities to improve retention, reduce returns, and enhance post-purchase experience.
• Maintain and optimize ticketing systems, CRM tools, and support dashboards.
• Provide regular reports and actionable insights to leadership for decision-making.
• Manage returns, refunds, replacements and warranty cases, working with our returns and refurbishment team
• Handle marketplace escalations, return disputes and claims on Amazon and Flipkart seller portals
• Track ratings and reviews across marketplaces and act on negative trends
• Build product guides and troubleshooting scripts for our devices
• Set up and improve automation (WhatsApp flows, chatbot, ticketing rules) Qualifications & Skills
• 3–5 years in customer support or CX, with at least 2 years leading a team
• Experience in an e-commerce, D2C or consumer product company (required)
• Hands-on experience with marketplace returns and claims (Amazon / Flipkart)
• Strong analytical mindset with ability to derive insights from customer data and support metrics.
• Experience working with CRM/ticketing tools (Freshdesk, Zoho, Intercom, etc.).
• Proficiency in Excel / Google Sheets for reporting and analysis.
• Strong problem-solving skills with focus on root cause analysis, not just resolution.
• Excellent communication and stakeholder management skills.

📌 Customer Service Manager- E-commerce (Ahmedabad)
🏢 UltraCare PRO
📍 Ahmedabad