Customer Support Lead

1 week ago

Bengaluru, Karnataka, India CROSSBEATS Full time ₹ 9,00,000 - ₹ 12,00,000 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.

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