Customer Support Lead
1 week ago
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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