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Customer Support Manager

INCLUDGurugram, Haryana, India

2 days ago

Job description

About Us :

Includ is a D2C fashion brand focusing on kids. We aim to bring high-quality, stylish, and the latest fashion at an affordable price for our customers. Our team is cross-cultural with a presence across geographies.

Roles & Responsibilities -

Process Excellence & SLA Management

Should have extensive knowledge on B2C ecommerce related customer support processes for chat, call, ORM, email (both inbound and outbound)
Maintain queue hygiene and monitor SLAs (FRT, TAT, CSAT, etc.) across tools and platforms and update management on a daily / weekly basis
Identify gaps in existing workflows and propose improvement or automation using third party tools / building in-house tools with product & tech teams

Team Leadership & Coaching

Setting KPIs and incentive structures for teams to achieve overall metrics

Create SOPs for executive and subject matter experts to ensure alignment with brand guidelines and objectives

Drive structured feedback, coaching, and performance development plans

Lead hiring, onboarding, and capability building within the customer care team

Cross-functional Collaboration

Coordinate seamlessly with warehouse, logistics, tech, and social media teams to ensure accurate and real-time customer communication.

Be the voice of the customer in internal forums and cross-functional meetings.

Anticipate challenges during campaigns or platform changes and proactively prepare customer support workflows.

Preferred skills and experience :

7–10 years of customer service experience, with at least 2–3 years in a leadership or managerial role managing both inbound and outbound teams

Good to have : Experience in handling NDR calling and managing customer interactions on social media platforms.

Highly analytical and deep understanding of CS metrics

Willingness to work under pressure to achieve desirable outcomes

Excellent verbal and written communication in both English and Hindi.

Strong leadership skills to drive output from teams

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Customer Support • Gurugram, Haryana, India