Customer Support Manager

Position: Customer Support Lead

Location: Surat Dumas Road, Surat

Job Summary

We are seeking a dynamic and customer-focused Customer Support Lead to oversee and enhance our customer service operations. The ideal candidate will be passionate about delivering outstanding service, managing a team, and ensuring customer satisfaction. You will play a key role in maintaining and improving the companys reputation while aligning customer support efforts with business goals.

Key Responsibilities

Team Leadership:

• Lead, mentor, and motivate the customer support team to meet performance goals.
• Develop training programs to enhance team skills in customer interaction and problem resolution.
• Schedule and monitor team shifts to ensure seamless coverage across all customer support channels.

Customer Support Operations:

• Oversee day-to-day customer service activities across email, chat, phone, and social media channels.
• Resolve escalated customer issues promptly and professionally.
• Analyze customer inquiries to identify trends and propose improvements in processes and policies.

Cross-Functional Collaboration:

• Work closely with the e-commerce, marketing, and logistics teams to address customer concerns faster and improve the overall shopping experience.
• Maintain and manage tools and platforms required to monitor and enhance customer support activities.
• Act as a liaison between customer support and other departments to ensure alignment and efficiency

Strategy and Reporting

• Develop and implement strategies to improve customer satisfaction and retention.
• Monitor key performance metrics such as response times, resolution rates, and customer satisfaction scores.
• Generate regular reports for senior management with actionable insights

Qualifications

Proven experience in a leadership role within customer support, preferably in ecommerce or fashion retail.

• Excellent written and verbal communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency with customer support software

. Familiarity with tools and systems for managing customer service activities.

• Ability to multitask and prioritize in a fast-paced environment.
• Passion for mens fashion and understanding of apparel trends is a plus