Assistant Manager - Customer Success

Hector Beverages; Bengaluru; Presencial; INR 450.000 - 650.000; Jornada completa

Descripción de la vacante

Hector Beverages Pvt. Ltd. in Bengaluru is looking for a results-driven professional to own consumer complaints and drive end-to-end resolution.

You will collaborate with sales, distribution, and channel partners to fix issues quickly and improve the customer experience. The role also covers planning WhatsApp and digital campaigns, building dashboards to monitor response times and outcomes, and coordinating with vendors to ensure high-quality support across multiple teams.

Formación

• 2–4 years of work experience 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; basic automation tools a plus.

Responsabilidades

• 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.
• Reach out to sales, distribution and channel teams to resolve issues quickly.
• Plan and run WhatsApp and other tech-based campaigns for consumers and partners.
• Track results and improve every campaign.
• 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.
• Manage external vendors and review vendor performance and cost regularly.

Conocimientos

Customer support

CRM tools

Excel/Sheets

Dashboard creation

Cross-team coordination

Herramientas

WhatsApp Business

CRM systems

Analytics dashboards

Descripción del empleo

Permanent

Job Description

About Hector Beverages Pvt. Ltd.

Established in 2010 in India, Hector Beverages rose to prominence with its signature brand, the Paper Boat, a ready-to-drink beverage that encapsulates the essence of traditional Indian flavors. The inception of Hector Beverages was driven by the founders' vision to bridge the market void for traditional Indian drinks and to present the world with a taste of India's rich cultural beverages.

Location

Headquartered in Whitefield, Bengaluru.

Current Standings

Over the past decade, Hector Beverages has expanded its product line to include fruit juices, coconut water, and iconic Indian beverages such as Aam panna and Jal-jeera and foods & dry fruits which includes products such as Chikki, Aam Papad, range of raw, roasted, and flavored dry fruits that includes mix of nuts, berries & seeds. The brand is synonymous with distinctive flavors and premium ingredients. Furthermore, the firm's commitment to quality and innovation is evidenced by its extensive infrastructure of nine dedicated factories (and counting) for Paper Boat products, providing direct employment to approximately 900 individuals and indirect employment to another 2000.

Organizational Culture

At its core, Hector Beverages thrives on a culture rooted in innovation, creativity, and collaboration. The company's flat organizational structure promotes open dialogue, empowering employees to lead their projects passionately. Hector Beverages is an equal opportunity employer and values diversity. All employment decisions are based on qualifications, merit, and business need. The organization is dedicated to fostering high-performing teams. Moreover, the culture of celebrating both minor and major achievements, nurture a motivated and committed workforce, driving exponential growth.

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

Job Snapshot

Updated Date

22-10-2026

Department

Location