Customer Support Manager

We are looking for an experienced Customer Support Manager to lead our customer service team for a fast-growing e-commerce and healthcare/wellness brand. The role will involve managing daily customer support operations, improving customer experience, handling escalations, monitoring team performance, and ensuring smooth coordination between support, operations, warehouse, logistics, and sales teams.

Manage and lead the customer support team handling calls, WhatsApp, email, and chat queries.

Ensure all customer queries are resolved quickly, professionally, and accurately.

Handle escalated customer complaints and provide suitable resolutions.

Monitor daily support performance including call quality, response time, resolution time, missed calls, pending tickets, and customer satisfaction.

Train, guide, and motivate customer support executives to improve communication, product knowledge, and conversion skills.

Create and improve customer support scripts, SOPs, FAQs, and escalation processes.

Coordinate with logistics, warehouse, pharmacy/operations, marketing, and tech teams to resolve order-related issues.

Track order confirmation, cancellations, returns, refunds, RTO, delivery delays, and customer complaints.

Ensure customer data and order information are handled confidentially and accurately.

Identify recurring customer issues and suggest improvements in product, website, checkout, delivery, and post-purchase experience.

Prepare daily, weekly, and monthly reports for management.

Support telesales/order confirmation workflows where required.

Ensure the team maintains a polite, empathetic, and brand-appropriate tone with customers.

Minimum 35 years of experience in customer support, preferably in e-commerce, D2C, healthcare, wellness, pharmacy, beauty, or consumer products.

At least 12 years of team management experience.

Strong communication skills in Hindi and English.

Experience managing calls, WhatsApp support, CRM/ticketing tools, or order management systems.

Good understanding of order lifecycle: order placed, confirmation, dispatch, delivery, return, refund, and RTO.

Ability to handle pressure, escalations, and high-volume customer queries.

Strong leadership, problem-solving, and reporting skills.

Comfortable using Excel/Google Sheets for tracking team performance and operational data.

Experience with Shiprocket, Shopify/custom e-commerce dashboards, WhatsApp API tools, CRM systems, or call centre software.

Experience managing telecalling, order confirmation, telesales, or customer retention teams.

Prior experience in a D2C brand or healthcare/pharmacy business.

Response time

Resolution time

Customer satisfaction

Order confirmation rate

Call answer rate

Escalation closure rate

Cancellation reduction

RTO reduction support

Team productivity

Quality score of calls/chats