Customer Service Manager

Location: Gurgaon, Haryana, India (On-site)

Salary: ₹6,00,000 – ₹9,00,000 per year (INR)

Type: Full-Time, Permanent

Protein World is a radiant movement, igniting self-actualization and empowering lives through premium health and fitness solutions. From our vibrant Gurgaon hub, we foster a high-vibration community that thrives on positivity, purpose, and wellness. We are architects of inspiration, seeking passionate visionaries to join us in crafting a legacy of transformation that energizes the world.

We're seeking a Customer Service Manager, a dynamic leader and empathetic advocate, to elevate Protein World's customer experience. Based in our Gurgaon office, you'll oversee our customer service operations, ensuring every interaction with our wellness-driven community reflects our mission of authenticity and upliftment. This role blends strategic oversight, team leadership, and customer obsession to drive satisfaction and loyalty through our Shopify platform, phone, email, and social media channels.

• Customer Experience Excellence: Develop and implement customer service strategies to deliver seamless, inspiring experiences across all touchpoints (Shopify, phone, email, social media), fostering connection and trust.
• Team Leadership: Manage and mentor a team of customer service representatives, cultivating a high-energy, empathetic culture that aligns with Protein World's values.
• Performance Tracking: Monitor and report key performance metrics (e.g., response time, resolution rate, customer satisfaction scores) using tools like Zendesk or CRM systems, driving continuous improvement.
• Empathetic Resolution: Oversee complex customer inquiries and complaints, ensuring swift, compassionate resolutions that reinforce brand loyalty.
• Collaborative Synergy: Partner with marketing, sales, and product teams to align customer feedback with business goals, enhancing product offerings and campaigns.
• Process Optimization: Streamline workflows and implement training programs to boost team efficiency and maintain consistency in service quality.
• Wellness Advocacy: Infuse interactions with Protein World's wellness ethos, inspiring customers to embrace their health and fitness journey.

You're a beacon of empathy, leadership, and passion, with a spirit that resonates with Protein World's high-vibration energy. We seek:

• Experience: 3–6 years in customer service, with at least 1–2 years in a supervisory or managerial role, ideally in e-commerce, wellness, or fitness industries.
• Education: A Bachelor's degree in Business, Marketing, Communications, or a related field is preferred; a background in nutrition or wellness is a strong advantage.
• Skills:
• Expertise in customer service platforms (e.g., Zendesk, Freshdesk, or Shopify's customer tools).
• Proficiency in CRM systems and basic analytics (e.g., Google Analytics, customer satisfaction metrics).
• Strong leadership and team-building skills to inspire and motivate a diverse team.
• Exceptional communication skills (written and verbal) in English; Hindi proficiency is a plus.
• Creative Passion: A natural ability to create positive, memorable customer experiences that align with Protein World's bold, wellness-focused aesthetic.
• Qualities: High emotional intelligence, integrity, and a proactive, radiant spirit. You're organized, adaptable, and thrive in a fast-paced, collaborative environment.
• Advantage: Experience with premium consumer brands, knowledge of Shopify's ecosystem, or familiarity with international markets (e.g., UK) is highly valued.

• A Noble Calling: Shape a brand that transcends products, inspiring wellness and self-discovery on a global stage.
• Transformative Impact: Lead experiences that resonate deeply, fostering connection within our vibrant community.
• A Refined Collective: Join a passionate team in our Gurgaon office, where creativity, integrity, and high-energy collaboration thrive.
• Elevated Growth: Expand your expertise with access to industry-leading tools, plus perks like health insurance, gym access, and product discounts.
• Vibrant Workplace: Work in our state-of-the-art Gurgaon hub, designed to energize and inspire, with a gym to support your wellness journey.