Support Operations Manager

We at MARS Cosmetics are hiring for a Customer Support Manager with basic requirements mentioned below :

Job Title : Customer Support Manager

Department : Customer Support

Location : New Delhi (Head Office) – Netaji Subhash Place

About MARS Cosmetics

MARS Cosmetics is a well-known beauty brand based in New Delhi. We believe in innovation, diversity and making premium-style beauty products accessible. We’re growing fast, both online and offline, and are committed to offering high-quality solutions for our customers.

Role Summary

As Customer Support Manager - You will be the key bridge between our customers, internal operations, and product teams—ensuring prompt resolution of customer queries, driving continuous improvement in service processes, and supporting the brand ambition of ‘makeup for everyone. Your job is to make sure customers get quick, correct and friendly help across all channels (phone, email, chat, social). You will also work with other teams — product, logistics, store operations — to help improve our service, drive fewer problems, and make customers happier.

Key Responsibilities

• Manage the customer support team : set targets, monitor performance, coach team members and ensure they meet service standards.
• Make sure customer questions, complaints and issues are handled quickly and with empathy.
• Create and maintain support workflows, guidelines (SOPs), knowledge base and training materials so team has clear processes to follow.
• Use feedback and data (customer complaints, trends, resolution times, satisfaction scores) to spot recurring issues and work with other departments (product, logistics, operations) on improvements.
• Act as the main escalation point for serious or urgent customer issues, coordinating across teams to resolve root causes.
• Train new and existing Team Member : help them build strong communication skills, product knowledge, system usage and customer-service mindset.
• Track key support metrics (e.G., first response time, resolution time, customer satisfaction, repeat complaints) and report to senior management with insights and improvement ideas.
• Ensure support operations follow brand guidelines and customer-promise standards (quality, tone of voice, brand values).

Key Skills & Experience

at least 1-2 years in arole managing a small team or taking leadership responsibility.

calm under pressure when dealing with escalations.

What We Offer