Customer Success Manager

OYELA; Gurugram District; Hybrid; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Ownership and autonomy

Growth-focused culture

Competitive compensation

Job summary

Oyela is seeking an ownership-driven Customer Success Manager who will own the entire post-purchase customer experience. You will lead a team of 10 agents and 2–4 escalation leads, owning what customers hear, how fast they hear it, and what happens inside the company when issues are raised.

This is a frontend driven customer-first role, not a pure queue-monitoring position. You will own SOPs, escalation processes, and the leadership dashboard, driving improvements with ops and product to reduce

Qualifications

• 4–8 years in customer experience/support roles.
• 3+ years leading a team of 10+ agents.
• Experience in D2C/e-commerce fashion retail or quick-commerce.

Responsibilities

• Define KRAs and scorecards for agents and escalation leads.
• Own the helpdesk stack across channels and define taxonomy, SLAs, templates, and brand tone.
• Map complaints to internal teams with owners and TAT; manage the L1–L4 escalation matrix.
• Write SOPs for contact reasons and triggers; maintain version control.
• Own leadership dashboard metrics and run weekly Voice-of-Customer reviews.

Skills

Leadership (team management)

Communication (English/Hindi)

Process design

QA auditing

Data analysis

Tools

Freshdesk

Shopify

Google Sheets

Excel

Job description

About Us

We're looking for an ownership-driven customer success manager who can run the back bone of customer experience for Oyela. You'll be the single point of accountability and own Oyela's entire post-purchase customer experience — the team, the process and the promise. You will lead 10 support agents and 2–4 escalation leads, and be the single owner of what a customer hears from us, how fast they hear it, and what happens inside the company when they raise an issue. This is a build role, not a queue-monitoring role.

This is a frontend driven customer first approach role instead of operational lead.

Key Responsibilities:

• Team & KRAs: Define KRAs and scorecards for agents and escalation leads. Run weekly QA audits, coaching, 1:1s, rosters, training, hiring and retention.


• Ticket lifecycle: Own the helpdesk stack across WhatsApp, calls, email, Instagram, chat and marketplaces. Define contact-reason taxonomy, P1–P4 priority, routing, SLAs, reply templates and brand tone — and define exactly what "closed" means, with CSAT on every closure.


• Internal action triggers: Map every complaint to the internal team that must act — warehouse, logistics, quality, catalog, finance, marketing — with named owner, TAT and proof of completion. Own the L1–L4 escalation matrix and make sure the customer is updated within the promised window, every time.


• SOPs: Write an SOP for every contact reason and every internal trigger, with a time standard on every step. Maintain them versioned, review monthly/quarterly, update on any policy or partner change, and audit adherence.


• Reporting & root cause: Own the leadership dashboard (FRT, resolution TAT, SLA adherence, backlog, CSAT, contacts per order, cost per contact). Run a weekly Voice-of-Customer review with ops and product to fix root causes — and bring support volume down, not just response time.

Requirements

• 4–8 years in customer experience/support, with 3+ years managing a team of 10 or more.


• D2C, e-commerce, fashion, retail or quick-commerce background — you know order, delivery, return and refund journeys first-hand.


• Proven experience building an SOP, SLA and escalation framework from scratch, not just running one.


• Hands-on with Freshdesk, automations, routing rules, SLA policies, reporting.


• Working knowledge of Shopify order flows, returns and exchanges, RTO/NDR handling, payment gateway refunds and courier escalations.


• Strong in Excel/Google Sheets and comfortable with dashboards;


• Excellent written and spoken English and Hindi, with the ability to write in brand voice.


• Calm and decisive under escalation — able to say no to a customer and push a fix through another department.

What we offer:

• Opportunity to work with one of India’s fastest-growing D2C fashion brands.


• Ownership and autonomy to experiment and build impactful features.


• Collaborative and growth-focused culture.


• Competitive compensation with performance-based growth.

Company Website: www.oyela.in

About the company: www.oyela.in/pages/about-us