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Customer support Manager
Our client is a D2C dynamic startup
Customer support Manager
Our client is a D2C dynamic startup's logo

Customer support Manager

at Our client is a D2C dynamic startup

Agency job
0.6 - 3 yrs
₹3L - ₹3.5L / yr
Gurugram
Skills
Customer Relationship Management (CRM)
Customer Service
Customer Support
Customer Retention

Job Title: Customer Support Manager

 

Timings- 10AM- 7PM (Monday to Friday)


 

About Our Client:

Our client is a dynamic startup dedicated to providing homemade solutions for hair and scalp care. Their product range includes 13-Herb Hair Oil, nourishing shampoos, scalp scrubs, and eco-friendly Neem combs. They believe in the power of traditional remedies and natural ingredients to promote healthy hair and scalp. As a growing company, they are passionate about delivering exceptional customer experiences and building lasting relationships with our customers.


Job Summary:

They are seeking a highly motivated and experienced Customer Support Manager to join their dynamic team. The ideal candidate will have a proven track record in managing customer support teams, developing strategies to enhance customer satisfaction, and driving operational excellence. As the Customer Support Manager, you will play a pivotal role in ensuring that their customers receive outstanding support and that their experiences are consistently positive.


Key Responsibilities:

  • Team Leadership: Lead, mentor, and manage the customer support team to deliver exceptional service. Conduct regular training sessions and performance reviews to ensure team members meet and exceed company standards.
  • Customer Experience: Develop and implement strategies to improve customer satisfaction and retention. Address and resolve complex customer issues and complaints promptly and effectively.
  • Process Improvement: Identify areas for improvement in customer support processes and procedures. Implement changes to streamline operations and enhance efficiency.
  • Metrics and Reporting: Monitor and analyze key performance indicators (KPIs) related to customer support. Prepare and present regular reports to senior management, highlighting trends, challenges, and opportunities.
  • Cross-Functional Collaboration: Work closely with other departments, including marketing, product development, and sales, to address customer feedback and drive improvements in products and services.
  • Technology Utilization: Utilize and manage customer support tools and technologies to optimize support operations. Stay current with industry trends and best practices to integrate relevant technologies.
  • Customer Feedback: Collect and analyze customer feedback to gain insights into customer needs and expectations. Use this feedback to drive improvements in the customer support experience.


Requirements:


1. Minimum 1 year of experience in a customer support role.

2.Strong leadership and team management skills, with the ability to handle challenging situations with professionalism and empathy.

3. Strong problem-solving abilities and attention to detail.

4. Familiarity with customer service software and tools.

5.Passionate about working in a startup environment and contributing to the company’s growth.

6.Ability to multitask and manage time effectively.

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Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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