Customer Service Manager

Location : Pune

Department : Customer Service

About the Role-

We are seeking an experienced Customer Service Manager who can strategize, plan, and execute customer support operations while remaining hands-on across calls, social media, chats, and emails . The ideal candidate brings proven expertise in the retail, e-commerce, or D2C sector and is well-versed in CRM tools like Limechat .

Key Responsibilities-

Strategy & Planning

Design and implement customer service strategy aligned with business goals.

Develop SOPs and escalation frameworks for omnichannel support.

Forecast volumes, staffing, and tech requirements to meet SLAs.

Execution & Operations

Manage day-to-day support across calls, emails, chats, and social platforms .

Ensure prompt, empathetic, and consistent resolution of customer queries.

Track KPIs (response time, CSAT, NPS, FRT, resolution TAT).

Team Leadership

Build, mentor, and manage a high-performing customer service team.

Conduct training on product knowledge, communication skills, and CRM usage.

Create a culture of accountability and customer delight.

Technology & Tools

Drive adoption and optimization of Limechat (CRM / automation tool) .

Work closely with product / tech teams to integrate new tools, AI / automation, and self-service options.

Customer Insights & Continuous Improvement

Capture customer feedback, analyze trends, and share insights with business teams.

Collaborate with marketing, product, and operations to enhance CX across touchpoints.

Identify gaps and propose data-driven improvements.

Qualifications & Skills-

5–8 years of experience in customer service management , preferably in retail, e-commerce, or D2C .

Strong background in strategy, planning, and execution of customer support operations.

Hands-on experience managing omnichannel support (calls, emails, social media, chats).

Proficiency with Limechat CRM or similar tools (Freshdesk, Zendesk, Salesforce Service Cloud).

Strong analytical mindset with ability to track KPIs and drive improvements.

Excellent communication, conflict resolution, and stakeholder management skills.

Proven ability to scale customer support functions in a high-growth environment.