Senior Manager Customer Service

About SOLARA

SOLARA is a fast-growing D2C home & kitchen brand — cookware, small appliances and drinkware — selling across Amazon, Flipkart, Blinkit, Zepto, our own Shopify store and a growing offline/B2B channel. When a customer's air fryer arrives late or a refund is stuck, we are the brand they judge. We're hiring a hands-on customer service leader to own that experience end-to-end.

The role

You'll run one division of our customer service function day-to-day — leading a team of 7–8 across calls, email and chat, personally handling the hard escalations, and making sure customers walk away resolved. This is a hands-on, in-the-queue role, not a dashboard-only one: you'll still pick up the phone for the angry customer, draft the tricky reply, and set the standard your team follows. You'll report directly to leadership.

What you'll do

• Own escalations — be the person who takes the furious customer, the 1-star review, the social-media threat, and turns it around
• Lead the team — manage, coach, schedule and hold accountable a 7–8 person team across voice, email and chat; set QA standards and drive first-response and resolution SLAs
• Work every channel — calls, email, WhatsApp/chat, and marketplace messaging (Amazon, Flipkart); you're fluent and fast in all of them, especially in writing
• Resolve, don't deflect — coordinate with warehouse, logistics partners (Delhivery/Shadowfax etc.) and finance to actually fix delivery, return, refund and COD issues
• Protect the ratings — manage marketplace feedback, reviews and NPS; reduce escalation and complaint rates at the root
• Build the system — write the SOPs, response templates, escalation matrix and KPIs; bring structure as volume scales across channels
• Report the truth — track ticket volumes, response/resolution times, CSAT, repeat-contact rate, and surface the product/ops problems driving contacts

What you bring

• 5–8 years in customer service / support, with 2–3 years managing a team
• Genuinely hands-on across voice, email and written support — you're as comfortable on a call as drafting a flawless email
• Proven escalation and de-escalation ability — you've personally saved accounts and turned around angry customers
• D2C / e-commerce / marketplace support experience strongly preferred (returns, refunds, COD, delivery disputes)
• Excellent written English — clear, warm, fast, and error-free
• Data comfort — you track SLAs and CSAT and act on them
• Calm under pressure, high ownership, and a bias to resolve

Nice to have

• Experience with a helpdesk/ticketing tool (Freshdesk, Zendesk, Gorgias) and setting one up
• Multi-channel + quick-commerce (Blinkit/Zepto) support exposure
• Telugu / Hindi fluency for regional customer calls
• Experience reducing contact volume through root-cause fixes with product/ops

Why SOLARA

• Own the entire customer experience function, with real authority and direct access to leadership
• A brand that genuinely cares how customers are treated — resolution over deflection
• Fast, execution-focused team where your SOPs and standards ship immediately

Skills Required
Customer service support, D2C e-commerce marketplace support, Escalation and de-escalation