Customer Success Manager

Tghco Health Support Service; Hyderabad; In loco; INR 900.000 - 1.300.000; Tempo pieno

Descrizione del lavoro

Tghco Health Support Service is seeking an experienced Customer Experience/Success Manager with a strong Direct-to-Consumer e-commerce background to ensure a seamless shopping journey and exceptionally high CSAT.

You will lead and mentor the customer support team, own the ticketing workflow, monitor First Response Time, Resolution Time, and NPS, collaborate with Marketing, Operations and IT to fix systemic issues, and develop strategies to boost retention and repeat purchases.

Competenze

• Bachelor's degree required.
• 3–6 years in Customer Service, CX, or Customer Success.
• Experience in D2C, retail, or E-commerce preferable.
• Excellent communication, interpersonal, and consumer empathy.
• Experience managing high volumes of consumer queries and ticket queues.

Mansioni

• Lead, mentor, and manage the customer support team with hiring, training, and performance reviews.
• Oversee the ticketing process and guide responses to order queries for timely resolutions.
• Act as the voice of the everyday consumer to address needs and concerns promptly.
• Manage post-purchase journey and monitor FRT, resolution time, CSAT, and NPS.
• Handle escalated complaints with empathy to turn negative experiences into positive brand interactions.
• Monitor feedback, reviews, and tickets to identify recurring pain points or defects.
• Collaborate with Marketing, Operations, and IT to resolve systemic issues affecting CX.
• Analyze purchasing patterns and engagement data to identify upsell/cross-sell opportunities.
• Develop strategies to boost retention, reduce returns, and improve NPS.
• Stay updated on D2C e-commerce trends and best practices.

Conoscenze

D2C e-commerce

Customer Experience

Team leadership

Metrics analysis

Formazione

Bachelor's degree

Strumenti

Freshdesk

Shopify

Amazon

Descrizione del lavoro

About the Role:

We are seeking an experienced Customer Experience/Success Manager with a strong background in Direct-to-Consumer (D2C) e-commerce. The ideal candidate will be responsible for ensuring a seamless shopping journey, managing customer support operations, driving high customer satisfaction (CSAT), and fostering long-term brand loyalty among our consumers.

Key Responsibilities:

• Lead, mentor, and manage the customer support team, including hiring, training, conducting performance reviews, and motivating agents to consistently meet team KPIs.


• Oversee the customer ticketing process, monitoring and guiding the team's responses to diverse D2C order queries (shipping delays, refunds, product usage, etc.) to ensure timely, high-quality resolutions.


• Act as the ultimate voice of the everyday consumer, ensuring their needs, questions, and concerns are addressed promptly and effectively.


• Manage the post-purchase customer journey, tracking metrics like First Response Time (FRT), Resolution Time, and Customer Satisfaction Score (CSAT).


• Handle escalated customer complaints with empathy, turning negative shopping experiences into positive brand interactions.


• Monitor customer feedback, product reviews, and support tickets to identify recurring pain points or defects.


• Collaborate with internal teams (Marketing, Operations, and IT) to resolve systemic issues impacting the consumer experience.


• Analyze consumer purchasing patterns and engagement data to identify opportunities for upselling, cross-selling, and encouraging repeat purchases.


• Develop and implement strategies to boost customer retention, reduce return rates, and improve Net Promoter Score (NPS).


• Stay updated on D2C e-commerce trends, consumer behavior, and customer service best practices.

Requirements:

• Bachelors degree


• 3–6 years of proven experience in Customer Service, Customer Experience (CX), or Customer Success, preferably within the D2C, retail, or E-commerce industry.


• Deep understanding of the B2C e-commerce ecosystem, including the consumer lifecycle, retention strategies, and order fulfilment realities.


• Excellent communication, interpersonal, and conflict-resolution skills with a strong sense of consumer empathy.


• Experience managing high volumes of consumer queries and overseeing support agents or ticketing queues.


• Familiarity with D2C helpdesk and e-commerce platforms (e.g., Freshdesk, Shopify, Amazon).


• Ability to multitask, prioritize, and manage time effectively in a fast-paced consumer retail environment.