Customer Service Manager

18 hours ago

Pune, India PALMONAS Full time

Location: Pune

Department: Customer Service


About the Role-

We are seeking an experienced Customer Service Manager who can strategize, plan, and execute customer support operations while remaining hands-on across calls, social media, chats, and emails . The ideal candidate brings proven expertise in the retail, e-commerce, or D2C sector and is well-versed in CRM tools like Limechat .


Key Responsibilities-


Strategy & Planning

  • Design and implement customer service strategy aligned with business goals.
  • Develop SOPs and escalation frameworks for omnichannel support.
  • Forecast volumes, staffing, and tech requirements to meet SLAs.

Execution & Operations

  • Manage day-to-day support across calls, emails, chats, and social platforms .
  • Ensure prompt, empathetic, and consistent resolution of customer queries.
  • Track KPIs (response time, CSAT, NPS, FRT, resolution TAT).

Team Leadership

  • Build, mentor, and manage a high-performing customer service team.
  • Conduct training on product knowledge, communication skills, and CRM usage.
  • Create a culture of accountability and customer delight.

Technology & Tools

  • Drive adoption and optimization of Limechat (CRM/automation tool) .
  • Work closely with product/tech teams to integrate new tools, AI/automation, and self-service options.

Customer Insights & Continuous Improvement

  • Capture customer feedback, analyze trends, and share insights with business teams.
  • Collaborate with marketing, product, and operations to enhance CX across touchpoints.
  • Identify gaps and propose data-driven improvements.


Qualifications & Skills-


  • 5–8 years of experience in customer service management , preferably in retail, e-commerce, or D2C .
  • Strong background in strategy, planning, and execution of customer support operations.
  • Hands-on experience managing omnichannel support (calls, emails, social media, chats).
  • Proficiency with Limechat CRM or similar tools (Freshdesk, Zendesk, Salesforce Service Cloud).
  • Strong analytical mindset with ability to track KPIs and drive improvements.
  • Excellent communication, conflict resolution, and stakeholder management skills.
  • Proven ability to scale customer support functions in a high-growth environment.

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