Customer Support Manager

14 hours ago

Andheri, Maharashtra, India Flo Sleep Solutions Full time ₹ 8,00,000 - ₹ 10,00,000 per year

Position: Customer Support Manager

Location: Saki Naka, Mumbai

Reports To: Head of Customer Experience

About Flo Mattress:

Flo Mattress is a leading D2C brand specializing in premium mattresses with advanced cooling technology. We are committed to delivering exceptional sleep experiences and are seeking a Customer Support Manager to enhance our customer service operations.

Key Responsibilities:

  • Lead and manage the customer support team across multiple channels (email, chat, phone, social media).
  • Develop and implement standard operating procedures (SOPs) to ensure efficient and consistent service.
  • Monitor and analyze key performance indicators (KPIs) such as First Response Time (FRT), Resolution Time, Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
  • Handle escalated customer issues with empathy and professionalism.
  • Collaborate with cross-functional teams to address customer feedback and improve service quality.
  • Train and mentor support staff to maintain high service standards.
  • Manage support tools and platforms to streamline operations.

Qualifications:

  • 7 - 8 years of experience in customer support, with at least 2 years in a leadership role.
  • Prior experience in D2C or e-commerce brands is preferred.
  • Strong communication and problem-solving skills.
  • Proficiency in CRM and helpdesk software (e.g., Zendesk, Freshdesk).
  • Ability to work in a fast-paced environment and manage multiple priorities.

Why Join Flo Mattress:

  • Competitive salary and performance incentives.
  • Opportunity to shape and scale the customer support function in a growing brand.
  • Collaborative and dynamic work environment.

Job Type: Full-time

Pay: ₹800, ₹1,000,000.00 per year

Benefits:

  • Provident Fund

Work Location: In person

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