Assistant Manager- Customer Support

Hector Beverages; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Hector Beverages in Bengaluru seeks an Assistant Manager Customer Experience to lead the consumer care journey, ensuring timely complaint resolution and root-cause fixes.

The role involves collaborating with sales, distribution and channel teams to resolve issues, planning WhatsApp and digital campaigns for customers and partners, and building automation and dashboards with tech teams.

You will oversee vendors and mentor staff in a fast-moving E-commerce/Quick Commerce environment.

Qualifications

• Minimum 2–4 years of experience in customer experience or operations.
• Experience handling customer complaints or support.
• Familiar with WhatsApp tools, CRM or support platforms, and dashboards.
• Proficient in Excel or Google Sheets; basic automation is a plus.
• Strong communication and follow-through; ability to coordinate with multiple teams.

Responsibilities

• Own end-to-end consumer complaints process and ensure timely closure.
• Coordinate with sales, distribution and channel teams to resolve issues.
• Plan and execute WhatsApp and digital campaigns for consumers and partners.
• Develop and maintain dashboards to monitor complaints and campaigns.
• Manage external vendors and review performance with internal teams.

Skills

Customer experience

CRM & support tools

Campaign planning

Data analysis (Excel/Sheets)

Vendor management

Cross-functional collaboration

Tools

CRM tools

Excel/Google Sheets

WhatsApp tools

Dashboard tools

Job description

Assistant Manager Customer Experience

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