Crossbeats - Manager - Customer Support (3-5 yrs) Karnataka/Bangalore ()
Crossbeats
Bangalore, Karnataka
Permanent
Full-time
23 days ago
We are a fast-growing Direct-to-Consumer (D2C) brand selling innovative consumer electronics across Amazon, Flipkart, and other marketplaces in India. We pride ourselves on delivering exceptional customer experiences and are looking for a Customer Support Manager (E-Commerce) to lead our support team and handle marketplace escalations efficiently.Job Role & Responsibilities:1.Team Leadership:- Manage and mentor a team of customer support executives.- Set performance benchmarks, conduct training, and ensure high productivity.- Monitor response times, resolution rates, and customer satisfaction (CSAT/NPS).2.Marketplace Escalations & Complaints:- Handle high-priority customer escalations from Amazon, Flipkart, and other platforms.- Resolve negative reviews, A-to-Z claims, return/refund disputes, and seller performance metrics.- Coordinate with marketplace support teams to resolve policy-related issues.3.Process Improvement:- Develop and optimize SOPs for customer queries, returns, and refunds.- Implement chatbots, FAQs, and self-help tools to reduce ticket volume.- Analyse customer pain points and work with product teams for improvements4.Performance Metrics & Reporting:- Track CSAT, response time, first-contact resolution (FCR), and order defect rate (ODR).- Generate weekly/monthly reports on support performance and marketplace feedback.5.Cross-functional Collaboration:- Work with logistics, operations, and marketplace teams to streamline order fulfillment and reduce complaints.- Escalate technical/product issues to the relevant teams for resolution.Skills & Qualifications:- 3+ years of experience in e-commerce customer support, preferably in consumer electronics.- Strong understanding of Amazon Seller Central, Flipkart Seller Hub, and other marketplace policies.- Experience handling escalations, returns/refunds, and seller performance metrics.- Excellent communication (written & verbal) in English and Hindi (regional languages a plus).- Proficiency in CRM tools (Freshdesk, etc.) and Excel/Google Sheets.- Problem-solving mindset with a customer-first approach.Why Join Us?- Be part of a fast-growing D2C brand with a strong online presence.- Opportunity to build and scale the customer support function.- Competitive salary - Flexible work culture. (ref:updazz.com)