Customer Success Manager – Shopify E-commerce Store

3 days ago

Vishwas Nagar Delhi Delhi, India Luxury Kase Full time ₹ 2,40,000 - ₹ 3,60,000 per year

About the Role:

We are hiring a Customer Success Manager to handle customer interactions and maximize sales performance across our Shopify-based e-commerce store. The ideal candidate will ensure smooth communication with customers, manage queries efficiently, and contribute to growth by converting leads, recovering abandoned carts, and improving order delivery performance.

Key Responsibilities

  • Manage customer support across WhatsApp, email, and phone calls.
  • Respond promptly to social media messages, comments, and DMs on Instagram and Facebook.
  • Track and resolve NDR (Non-Delivery Report) cases by contacting customers and coordinating with courier partners.
  • Drive sales from leads through WhatsApp, email, and follow-ups.
  • Recover abandoned carts by reaching out to customers and offering curated product suggestions.
  • Increase average order value (AOV) by recommending complementary products or collections.
  • Monitor order delivery timelines and proactively resolve delays or escalations.
  • Maintain customer satisfaction by ensuring timely resolutions and professional communication.
  • Generate daily reports highlighting leads converted, AOV improvements, and order performance.

Requirements

  • Prior experience handling Shopify stores or e-commerce customer support.
  • Strong communication and persuasion skills in English and Hindi.
  • Knowledge of WhatsApp Business and automation tools for customer engagement.
  • Familiarity with NDR management, order tracking, and abandoned cart recovery.
  • Ability to multitask and deliver measurable performance metrics.
  • Basic understanding of social media engagement and conversion strategies.

Preferred Skills

  • Experience with CRM or Shopify apps like Klaviyo, Tidio, or WhatsApp API tools.
  • Creative problem-solving and attention to detail.
  • Goal-oriented mindset with focus on increasing conversions and customer retention.

Compensation

Competitive salary based on experience, with performance-linked incentives for sales conversions and delivery improvements.

Job Types: Full-time, Permanent

Pay: ₹20, ₹30,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Internet reimbursement
  • Work from home

Experience:

  • Customer acquisition: 1 year (Required)

Language:

  • English (Required)
  • Hindi (Required)

Work Location: In person

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