Support Service Excellence Leader

2 weeks ago

Noida, Uttar Pradesh, India beBeeLuxury Full time ₹ 1,50,000 - ₹ 28,00,000
Customer Support Manager Job Description

The Customer Support Manager is a key leadership position that oversees the day-to-day operations of the customer support team. The successful candidate will ensure that clients receive premium service aligned with our luxury standards.

Key Responsibilities
  • Oversee all customer service operations for international markets across multiple channels (email, chat, social, and other platforms).
  • Ensure all interactions reflect the tone, attention to detail, and care expected of a luxury brand.
  • Personally manage escalations, VIP clients, and sensitive cases with discretion and professionalism.
Team Leadership & Development
  • Lead, coach, and motivate a high-performing support team.
  • Conduct regular team meetings, one-on-one check-ins, and performance reviews.
  • Maintain a positive, service-oriented team culture that aligns with brand values.
  • Ensure team product knowledge is up-to-date through regular training sessions.
Rota & Scheduling
  • Manage team scheduling to ensure appropriate coverage across time zones, weekends, and peak seasons.
  • Plan and maintain monthly rotas and shift calendars.
  • Coordinate leave requests, absences, and back-up coverage to maintain SLA compliance.
KPI/KRA Tracking & Reporting
  • Define and track Key Result Areas (KRAs) and Key Performance Indicators (KPIs) for all support team members.
  • Monitor metrics such as response time, resolution time, ticket backlog.
  • Generate weekly/monthly reports for leadership and make data-driven recommendations for improvement.
Process Improvement & Cross-functional Coordination
  • Identify recurring issues and work with tech, logistics, and product teams to resolve root causes.
  • Collaborate with e-commerce, warehousing, and fulfillment partners to ensure a seamless post-purchase experience.
  • Recommend and help implement tools or process changes to improve efficiency and service quality.
Required Skills & Experience

The ideal candidate will have:

  • 3+ years of customer service experience, with at least 2 years in a managerial role, ideally within luxury retail, fashion, or e-commerce.
  • Strong experience handling international clientele and understanding cultural nuances.
  • Excellent English communication skills—written and verbal (other languages a plus).
  • Proven ability to manage a support team, including scheduling, coaching, and performance tracking.
  • Proficiency in using CRM platforms and basic analytics/reporting tools.
  • Strong organizational and time management skills, especially in rota planning and shift coordination.
  • Calm, solution-focused, and proactive in high-pressure or high-value client situations.
  • Deep understanding of the luxury service mindset: discretion, detail, and personalization.

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