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 innovative 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