Customer Care Manager

Job Description

We are looking for an experienced Customer Care Manager to oversee customer support operations across our e-commerce website and third-party online marketplaces. The ideal candidate should have experience in retail/e-commerce customer service, team management, and escalation handling.

Key Responsibilities

• Manage day-to-day customer care operations across online platforms.
• Handle customer complaints, escalations, and service-related queries.
• Oversee order-related issues, including delivery delays, cancellations, returns, refunds, and exchanges.
• Lead and manage the customer support team to ensure timely query resolution.
• Coordinate with e-commerce, logistics, warehouse, and internal teams.
• Monitor customer service KPIs, response times, and customer satisfaction.
• Implement processes to improve service quality and customer experience.
• Prepare regular reports on customer complaints, resolutions, and team performance.

Requirements

• 4 to 6 years of experience in customer service, preferably in retail, fashion, apparel, D2C, or e-commerce brands.
• Prior experience in managing a customer care team is mandatory.
• Excellent English-speaking skills with strong verbal and written communication abilities are mandatory.
• Strong knowledge of e-commerce operations and marketplace customer support.
• Experience with CRM tools, complaint management, and escalation handling.
• Strong leadership, interpersonal, and problem-solving skills.

Preferred: Candidates with experience managing customer service operations for both brand websites and online marketplaces.