Senior Manager Customer Support

About the job

Location: Erode, Tamil Nadu

About Us:

At Deyga, we are passionate about creating natural, sustainable, and effective personal care products trusted by millions. As our customer base continues to grow across India and beyond, we are looking for a Senior Manager – Customer Care to lead our customer support function, strengthen customer experience, and build a high-performing customer care team.

Role & Responsibilities:

• Lead and manage the overall Customer Care team across phone, email, chat, and social platforms.
• Monitor team performance, productivity, response time, resolution time, and customer satisfaction.
• Handle and resolve critical or escalated customer concerns with professionalism and empathy.
• Develop and improve customer service processes, SOPs, escalation matrices, and quality standards.
• Train, mentor, and guide Customer Care Executives to improve communication and service quality.
• Analyse customer feedback, complaints, and recurring issues to identify areas for improvement.
• Prepare and review regular reports on customer queries, complaints, resolutions, and team performance.
• Work closely with operations, logistics, marketing, e-commerce, and other internal teams to resolve customer issues efficiently.
• Ensure timely follow-ups and maintain a consistently positive customer experience.
• Identify opportunities to improve customer retention, loyalty, and overall satisfaction.
  

Requirements:

• Strong fluency in English is a must. Proficiency in additional languages will be an advantage.
• Excellent communication, leadership, and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Experience in handling customer escalations and managing customer service teams.
• Ability to analyse customer service data and performance metrics.
• Strong understanding of CRM tools, MS Office, and customer support platforms.
• Ability to multitask, prioritize, and manage a fast-paced customer support environment.
  

Preferred Profile:

• 3+ years of experience in Customer Service/Customer Experience, with prior experience in a team leadership or managerial role.
• Experience in D2C, Beauty, Personal Care, or FMCG brands will be an added advantage.
• Customer-first mindset with strong team management and process-building capabilities.

Interested candidates can drop their resume at [HIDDEN TEXT]