
Customer Service Manager
19 hours ago
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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