Customer Support Head

1 About the Role

2 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
• Work closely with operations and marketing teams to streamline customer experience

3 What We're Looking For

• 3–5 years of experience in customer support within a fashion D2C brand
• Must have experience with brands having AOV of ?5000 or above
• Proven experience in creating and implementing SOPs
• Experience 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 fast-paced environment
• Experience with CRM tools, WhatsApp automation, and support dashboards
• Strong understanding of customer journey and retention strategies
• Graduate qualification

4 How to Apply