Role Overview:
This role involves complete ownership of customer support operations across channels, with a strong focus on building SOPs, managing teams, and ensuring a high-quality customer experience. The ideal candidate should come from a fashion D2C brand operating at a premium level.

Key Responsibilities:

• Oversee all customer interactions across WhatsApp, Instagram, email, and calls
• Manage and lead a team of 5–10 customer support executives
• Create, implement, and continuously improve SOPs for all customer support processes
• Ensure timely resolution of customer queries, complaints, and escalations
• Maintain high customer satisfaction and service quality standards
• Monitor team performance, response times, and resolution metrics
• Handle complex or high-priority customer situations when required
• Work closely with operations and marketing teams to streamline customer experience

Requirements:

• 3–5 years of experience in customer support within a fashion D2C brand
• Must have experience working with brands having an AOV of ₹5000 or above
• Proven experience in creating and implementing SOPs for customer support
• Experience in managing teams of at least 5–10 people
• Strong understanding of customer behavior in premium fashion/e-commerce
• Excellent communication, problem-solving, and team management skills
• High ownership mindset and ability to work in a fast-paced environment

Additional Requirements:

• Experience with CRM tools, WhatsApp automation, and support dashboards
• Strong understanding of customer journey and retention strategies

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If interested can forward your updated resumes on hr5@tasolutions.in and can directly contact us on 9056679449 also can provide our reference to your friends and colleagues