Customer Service Manager

Role: Customer Service Manager

Location: Vikhroli, Mumbai, India

Employment Type: Full time

Reporting Manager: Head of Marketing

Working Days: Monday to Friday Onsite, (Saturday WFH)

Experience:5-7 years

Key Responsibilities

• Lead and manage day-to-day customer care operations, ensuring timely and empathetic responses across all channels (email, WhatsApp, Instagram, phone, etc.).
• Handle escalations and complex queries with professionalism and efficiency.
• Train, mentor, and support junior customer care executives to maintain high service standards.
• Coordinate with logistics and operations teams to resolve delivery or product issues.
• Maintain accurate records of customer interactions and feedback for continuous improvement.
• Proactively identify patterns in customer concerns and suggest actionable insights to improve product and service quality.
• Build and nurture a community of loyal customers by going the extra mile when needed.
• Assist in creating SOPs and support documentation to streamline customer care processes.
• Reporting: Develop, maintain, and present regular customer service performance reports (KPIs, response/resolution time, CSAT, ticket volume). Analyze data to identify trends, gaps, and improvement opportunities.
• Automation: Automate customer care interactions using chatbots, CRM workflows, auto-responses, and self-service tools to improve efficiency, reduce manual workload, and enhance customer experience.

Who You Are:

• 5-7 years of experience in customer care in a D2C or e-commerce setup.
• Strong communication and problem-solving skills.
• Tech-first approach to problem solving
• Highly empathetic with a genuine desire to help customers.
• Organized, detail-oriented, and capable of managing multiple conversations simultaneously.
• Familiarity with CRM tools and customer support platforms.
• A proactive team player who can work independently when needed