Customer Support Manager
Published date: 2026/11/10
- Location: Prabhadevi Chowk, Mumbai,, Maharashtra, India
Graduate / Post Graduate in Tech field
3-5 years experience working in Ecommerce space
(preferably B2B)
Technical Skills
- Knowledge of handling backend of any
Ecommerce website; Helpdesk software like
Zoho
Soft Skills
- Excellent People Management Skills
(Empathy, Coaching, Feedback driven)
- Great Multi-tasking (time management) skills
- Great at Delegation and reviews
- Great Analytical and problem solving skills
with a methodical and logical approach
- Excellent communication skills
Division achieves its revenue and profitability targets Maintaining a lean team and ensuring high efficiency and output with given resources (undertaking projects / activities to ensure this)
What will I Do (Major Functions)
Ensure maximum customer satisfaction and Revenue
achievement. Ensure Cost Optimization. Defining and keeping department SOPs and Policies updated from time to time. Implementing new projects from time to time. Team Reviews, Feedback & Appraisals ,Team Trainings & Mentoring.
What Will I be accountable for (KPI)
1. Revenue growth Month on Month
2. Customer Satisfaction Score
3. Customer Retention Rate 4. Project Implementation Timeline and Quality 5. Team KPI Scores on Monthly basis 6. Quarterly Team Feedback on Performance with KPI Review 7. Manager Feedback Score. 8. Quarterly team training initiatives and knowledge sharing sessions
3-5 years experience working in Ecommerce space
(preferably B2B)
Technical Skills
- Knowledge of handling backend of any
Ecommerce website; Helpdesk software like
Zoho
Soft Skills
- Excellent People Management Skills
(Empathy, Coaching, Feedback driven)
- Great Multi-tasking (time management) skills
- Great at Delegation and reviews
- Great Analytical and problem solving skills
with a methodical and logical approach
- Excellent communication skills
Division achieves its revenue and profitability targets Maintaining a lean team and ensuring high efficiency and output with given resources (undertaking projects / activities to ensure this)
What will I Do (Major Functions)
Ensure maximum customer satisfaction and Revenue
achievement. Ensure Cost Optimization. Defining and keeping department SOPs and Policies updated from time to time. Implementing new projects from time to time. Team Reviews, Feedback & Appraisals ,Team Trainings & Mentoring.
What Will I be accountable for (KPI)
1. Revenue growth Month on Month
2. Customer Satisfaction Score
3. Customer Retention Rate 4. Project Implementation Timeline and Quality 5. Team KPI Scores on Monthly basis 6. Quarterly Team Feedback on Performance with KPI Review 7. Manager Feedback Score. 8. Quarterly team training initiatives and knowledge sharing sessions
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