Assistant Manager – Customer Service

Assistant Manager – Customer Service

Location: Bengaluru (Fully In-Office)

About the Company

We are an athleisure clothing brand founded in 2020 by two sisters that truly resonates with the style and preference of the Indian youth. As a backward-integrated company, we run our own production facility and in-house quality lab, and use sustainably sourced BCI cotton and recycled polyester across our collection.

About the Role

We are looking for an Assistant Manager – Customer Service to lead the day-to-day customer support function, reporting directly to a Co-Founder. This role owns the full customer experience across online (website, app, marketplaces) and in-store/offline retail escalations, leading a team of customer service representatives while coordinating closely with an external agency on social media response.

What You Will Do

1. Supervise and mentor a team of customer service representatives, providing training and performance feedback
2. Handle escalated customer complaints across phone, email, chat, in-store, and social media (coordinating with the external social media team) with empathy and fast resolution
3. Build and refine customer service policies, SOPs, and best practices
4. Run quality assurance checks on customer interactions and coach the team on gaps
5. Track KPIs like CSAT, response time, and first-contact resolution, and report findings to management
6. Liaise with Sales, Marketing, and Operations to resolve customer issues and feed insights into business decisions
7. Run ongoing training for the team on product knowledge and service delivery
8. Maintain accurate records of customer interactions and prepare regular performance reports

What We're Looking For

1. Bachelor's degree in Business Administration, Hospitality, or a related field (or equivalent experience)
2. 4–6 years of total customer service experience, including 2–3 years specifically in a supervisory/leadership role
3. Prior experience in the fashion/apparel industry (D2C background preferred)
4. Hands-on experience with CRM/helpdesk tools such as Freshdesk, Zendesk, Unicommerce, or Shopify
5. Based in Bengaluru and able to work fully in-office
6. Strong problem-solving skills and the ability to stay calm and composed under pressure while managing conflict