Customer Support Manager

2 weeks ago

Noida, Uttar Pradesh, India AMPM Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role Summary

The
Customer Support Manager
will oversee the day-to-day operations of the customer support team, ensuring that clients receive premium service aligned with our luxury standards. This includes direct customer service oversight, managing team schedules (rotas), tracking KPIs/KRAs, coaching the support team, and improving systems and processes.

Key Responsibilities
Customer Service Management

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

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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