Customer Support Lead

1 day ago

Bengaluru, Karnataka, India A2A Trading Full time ₹ 3,50,000 - ₹ 4,00,000 per year

Job description:

We are a fast-growing Direct-to-Consumer (D2C) brand selling innovative consumer electronics across Amazon, Flipkart, and other marketplaces in India. We pride ourselves on delivering exceptional customer experiences and are looking for a Customer Support Manager (E-Commerce) to lead our support team and handle marketplace escalations efficiently.

Job Role & Responsibilities:

1.Team Leadership:

  • Manage and mentor a team of customer support executives.
  • Set performance benchmarks, conduct training, and ensure high productivity.
  • Monitor response times, resolution rates, and customer satisfaction (CSAT/NPS).

2.Marketplace Escalations & Complaints:

  • Handle high-priority customer escalations from Amazon, Flipkart, and other platforms.
  • Resolve negative reviews, A-to-Z claims, return/refund disputes, and seller performance metrics.
  • Coordinate with marketplace support teams to resolve policy-related issues.

3.Process Improvement:

  • Develop and optimize SOPs for customer queries, returns, and refunds.
  • Implement chatbots, FAQs, and self-help tools to reduce ticket volume.
  • Analyse customer pain points and work with product teams for improvements

4.Performance Metrics & Reporting:

  • Track CSAT, response time, first-contact resolution (FCR), and order defect rate (ODR).
  • Generate weekly/monthly reports on support performance and marketplace feedback.

5.Cross-functional Collaboration:

  • Work with logistics, operations, and marketplace teams to streamline order fulfillment and reduce complaints.
  • Escalate technical/product issues to the relevant teams for resolution.

Skills & Qualifications:

  • 3+ years of experience in e-commerce customer support, preferably in consumer electronics.
  • Strong understanding of Amazon Seller Central, Flipkart Seller Hub, and other marketplace policies.
  • Experience handling escalations, returns/refunds, and seller performance metrics.
  • Excellent communication (written & verbal) in English and Hindi (regional languages a plus).
  • Proficiency in CRM tools (Freshdesk, etc.) and Excel/Google Sheets.
  • Problem-solving mindset with a customer-first approach.

Why Join Us?

  • Be part of a fast-growing D2C brand with a strong online presence.
  • Opportunity to build and scale the customer support function.
  • Competitive salary + performance incentives.
  • Flexible work culture.

Job Type: Full-time

Pay: ₹35, ₹40,000.00 per month

Expected Start Date: 15/09/2025

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