Customer Support Manager Pune

Foxpe; Pune District; On-site; INR 400,000 - 600,000; Full time

Benefits offered by this job

Generous PTO

Performance-based ESOPS

Annual company retreat

Job summary

A leading merchant aggregator platform in Pune is searching for a Customer Support Manager to efficiently handle escalated customer issues and lead a team of 15-20. The ideal candidate will have an MBA in Operations and at least 2 years of experience, alongside skills in CRM software like Salesforce. You will track key metrics, streamline processes, and ensure a customer-centric approach. This position offers a salary of 4-6 LPA, generous PTO, and performance-based ESOPs.

Qualifications

• Hands-on experience with customer service platforms.
• Good written and verbal communication skills.
• Experience in managing customer relations.

Responsibilities

• Manage customer queries and complaints efficiently.
• Take ownership of customer issues until resolution.
• Track and drive key performance indicators (KPIs).
• Identify and fix process gaps impacting customers.
• Work closely with functional teams for customer experience.

Skills

CRM software experience

Communication skills

Positive attitude

Empathy

Startup experience

Education

MBA in Operations

Tools

Salesforce

Freshdesk

Job description

As a Customer Support Manager, you will be addressing escalated customer issues with speed and urgency. You will drive customer lifetime value by defining the customer journey, deploying strategies to help drive business value with customers, taking ownership of customer issues, and following problems through to resolution. You will also lead, expand, and mentor the customer success team by setting the strategy and KRAs and hiring, training, and motivating employees to nurture an environment where they can excel through encouragement and empowerment.

Responsibilities

Efficiently manage all customer queries/complaints across all sources as per the agreed SLA

Take complete ownership of customer issues

Track and drive Key KPIs – FCR, FTR, SLA, AHT, Repeat, Quality, cost efficiency metrics, etc

Identify gaps/ bugs in any process impacting customers, streamline and fix the gaps

Work closely with various functional teams to ensure a great customer experience

Collect feedback, drive meaningful insights from customers for improvements, and build customer centricity attitude across all teams

Continuously update knowledge on various product offering/process and regulatory changes and stay ahead of the curve for quick resolutions

Manage a team size of 15-20 in house team members

Should use data and insights to understand customer issues and work towards solutions

Required Skills

Hands on experience in CRM software/CS platforms like salesforce/fresh desk/ etc

Should have good written and verbal communication skills

positive, empathetic, and professional attitude towards customers at all times

Experience of working with startups would be preferred

Qualifications

MBA in Operations with 2+ years of experience

CTC

4-6 LPA

Generous PTO / sick leave

ESOPS based on performance

Annual company retreat

About Us

FoxPe is a category-defining merchant aggregator platform built around reward/loyalty points and location-based discovery services.

FoxPe helps consumers find amazing businesses near them offering discounts, cashbacks, and maximum value for their money in terms of the quality of the goods/services purchased. FoxPe helps its partner merchants attract and retain customers by creating enjoyable in-app payment experiences powered by a proprietary loyalty/rewards management system.

We have built a powerful technology ecosystem aimed at creating greater experiences and value for our users and enabling businesses to reach and retain a wider customer base.

In the long run, in addition to the current merchant aggregator model, FoxPe aims to become a marketplace for D2C brands and a full-stack payment solution provider to businesses of all sizes.

FoxPe promotes a culture of continuous innovation and ownership. If you have ideas, the ability to execute, and an excellent eye for detail, please reach out to us at [e-mail].

You can learn more about the company at:

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