Customer Support Manager Ecommerce

Job Title: Customer Support Team Lead (Global eBrand)

Location: Remote

Shift: Night Shift (7:30 PM 4:30 AM IST)

Department: Customer Experience

Position Overview:

Global eBrand is seeking a dynamic and experienced Customer Support Team Lead to manage, mentor, and optimise a 15+ member support team operating in the night shift. This role requires a strong leader who can balance team management, process optimisation, and customer satisfaction across multiple communication channels. The ideal candidate will leverage technology, AI tools, and chargeback expertise to enhance performance, streamline workflows, and deliver an outstanding global customer experience.

Key Responsibilities:

1. Leadership & Team Management:

Lead, mentor, and guide a 15+ member customer support team working remotely. Define goals, monitor KPIs, and ensure service level agreements (SLAs) are consistently achieved. Manage training, schedules, and professional development to maintain a motivated and high-performing team.

2. Customer Query Handling:

Oversee all customer interactions across email and social media channels. Ensure timely, accurate, and empathetic responses to every inquiry. Handle escalated or complex cases directly, including chargebacks, payment disputes, and refund-related escalations, while maintaining quality standards in communication.

3. Sales Conversion through Support:

Coach agents to convert customer inquiries into confirmed orders through persuasive yet professional communication. Create scripts, templates, and response guidelines to improve conversion rates. Analyze performance metrics to refine strategies and maximize order conversions.

4. Process and System Optimization:

Implement efficient ticket management workflows using Google Sheets, Zendesk, and Identify automation opportunities to reduce manual tasks, improve turnaround time, and streamline overall customer support processes.

5. Reporting and Analytics:

Track daily and monthly customer support metrics including ticket volume, FCR rate, CSAT score, and resolution time. Generate analytical reports and dashboards highlighting trends, achievements, and improvement areas. Provide data-backed recommendations for better performance.

6. Cross-Functional Coordination:

Collaborate closely with marketing to align support communication with campaigns and promotions. Coordinate with operations to resolve product or delivery issues. Work with finance and payment teams to manage chargebacks, refunds, and billing disputes, ensuring timely and compliant resolution of all payment-related cases.

7. Customer Experience Strategy:

Establish and maintain clear customer service standards aligned with the companys global values. Design follow-up strategies, loyalty programs, and engagement campaigns to enhance retention. Gather customer feedback to identify improvement opportunities and elevate satisfaction levels.

8. Growth and Strategy:

Plan team expansion and resource allocation during high-volume periods. Propose system and process improvements that enhance scalability and efficiency. Represent the customer support department in internal leadership meetings and contribute to long-term business strategies.

9. Use of AI in Customer Support:

Integrate AI chatbots for handling FAQs, order tracking, and basic query resolution. Utilize AI for ticket categorization and intelligent routing. Apply sentiment analysis to flag dissatisfied customers proactively. Use predictive analytics and AI dashboards to identify trends and personalize customer communication.

Service Level Expectations:

The Team Lead will ensure consistent adherence to key SLAs, including:

• Responding to all customer emails within two hours during business hours.
• Resolving non-technical queries within 24 hours.
• Maintaining a minimum of 80% first contact resolution.
• Achieving a customer satisfaction (CSAT) score of 90% or higher.
• Escalating unresolved or critical cases within 12 hours.

Qualifications and Skills

• Masters or Bachelors degree in Business, Communications, or a related discipline.
• 47 years of experience in customer service, including 3+ years in a leadership role.
• Hands-on experience in handling chargebacks, payment disputes, and refund processes.
• Strong command of Zendesk, Google Workspace, and
• Excellent communication, leadership, and analytical skills.
• Ability to work effectively in a night-shift, remote environment.
• Experience with AI-driven support tools and customer analytics preferred.
• Must have worked for an E-commerce organisation in customer support profile.

Why Join Global eBrand

• Opportunity to lead a global remote support team.
• Exposure to next-generation AI and automation systems.
• Collaborative work culture with cross-departmental engagement.
• Competitive compensation.
• Remote work with international exposure.

Job Type: Full-time

Benefits: Work from home