Assistant Manager- Customer Support

Assistant Manager Customer Experience

What the role will do

1. Consumer complaints

• Own the process for handling consumer complaints from start to finish
• Make sure every complaint is closed on time and the root cause is fixed
• Track complaint trends and share them with the relevant teams

2. Work with internal channel partners

• Reach out to the sales, distribution and channel teams to resolve issues quickly
• Keep partners updated and follow up until the work is done

3. WhatsApp and digital campaigns

• Plan and run WhatsApp and other tech-based campaigns for consumers and partners
• Track results (reach, response, repeat use) and improve every campaign

4. Automation and dashboards

• Find manual and repeat tasks and move them to tools and platforms
• Set up and maintain dashboards to track complaints, response time and campaign results
• Work with tech teams to fix and improve the tools

5. Manage people and vendors

• Manage external vendors (campaign agencies, tech platforms, call or support partners)
• Work with the Sales Excellence and Sales Development teams to get this work done together
• Review vendor performance and cost regularly

Looking for:

• 2–4 years of work experience
• Background in E-commerce or Quick Commerce (customer experience, operations, or similar)
• Experience handling customer complaints or support
• Comfortable with WhatsApp tools, CRM or support platforms, and dashboards
• Good with Excel or Google Sheets. Knowing basic automation tools is a plus
• Clear communication and good follow-through
• Able to work with many teams and vendors at once

Good to have: FMCG experience