Customer Support Head
T&A Solutions · Full-time · Noida
3–5 years of experience in customer support within a fashion D2C brand
1 About the Role
A reputed and growing organisation in the Retail sector. Recruitment handled by T&A HR Solutions, an ISO 9001:2015 certified placement consultancy.
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
Email your updated resume to hr5@tasolutions.in
Call or WhatsApp us at 9041287949
Refer this opening to your friends and colleagues!