Role Description
- Own and manage end-to-end customer support operations across channels (calls, Whats App, email, etc.).
- Analyze customer queries, complaints, and feedback to identify patterns, root causes, and improvement opportunities.
- Build and track key support metrics such as TAT, resolution rate, CSAT, repeat issues, and escalation trends.
- Use data to drive process improvements, reduce ticket volume, and improve customer experience.
- Design and implement support workflows, SOPs, and escalation frameworks.
- Collaborate with product, operations, and marketing teams to resolve recurring issues at the source.
- Train, manage, and monitor the support team to ensure consistent quality and efficiency.
- Identify opportunities to improve retention, reduce returns, and enhance post-purchase experience.
- Maintain and optimize ticketing systems, CRM tools, and support dashboards.
- Provide regular reports and actionable insights to leadership for decision-making.
Qualifications & Skills
- 3–5 years of experience in customer support, operations, or customer experience roles.
- Strong analytical mindset with ability to derive insights from customer data and support metrics.
- Experience working with CRM/ticketing tools (Freshdesk, Zoho, Intercom, etc.).
- Proficiency in Excel / Google Sheets for reporting and analysis.
- Strong problem-solving skills with focus on root cause analysis, not just resolution.
- Experience in team handling or leading support teams.
- Excellent communication and stakeholder management skills.
- Experience in e-commerce / D2 C environment (strong plus).
Nice to Have
- Experience with automation (Whats App flows, chatbots, CRM automations)
- Exposure to customer journey mapping and retention strategies
