Job Title: Customer Support Manager
Job Summary

We are seeking a dynamic and customer-focused Customer Support Manager to lead the customer service operations for our retail business. The role involves managing escalations, improving in-store and post-purchase customer experience, and ensuring high customer satisfaction across all touchpoints.

Key Responsibilities

Lead and supervise the customer support team (in-store & backend)

Handle escalated customer complaints related to billing, returns, exchanges, and product issues

Ensure smooth coordination between store operations, warehouse, and customer support

Monitor and improve customer satisfaction metrics (CSAT, TAT, Resolution Time)

Develop SOPs for returns, refunds, and complaint handling

Train store staff on customer service excellence

Analyze customer feedback and suggest service improvements

Maintain service quality standards across all retail outlets

Required Skills

Strong customer-centric leadership

Excellent communication and conflict resolution skills

Knowledge of retail return & exchange policies

Ability to manage escalations calmly and professionally

KPI-driven mindset (Customer Satisfaction, Resolution Rate)

Team management and staff training ability

Basic understanding of POS systems & CRM tools

Strong problem-solving and decision-making skills

Qualifications & Experience

Bachelor’s degree preferred

4–8 years of experience in retail customer service

Minimum 2 years in a team handling/managerial role

Experience in multi-store retail setup (preferred)

Key Competencies

Customer Experience Focus

Operational Coordination

Leadership & Coaching

Analytical Thinking

Service Excellence Orientation