Head Customer Support

Zapminati; Sector 10; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Zapminati, an India-based direct-to-consumer e-commerce brand, is seeking a confident, customer-obsessed support leader to build our in-house team from scratch. You’ll own every customer conversation across chat, email and phone, hire and train your own agents, and turn unhappy buyers into loyal customers while recovering abandoned carts.

You’ll set up the function, define SOPs, KPIs, templates, policies, and a knowledge base; monitor CSAT and response times; coordinate with operations and 3PL

Responsibilities

• Own customer conversations across live chat, email and phone
• Set up the support function from ground up: structure, shifts, tools, SOPs
• Hire, train and manage in-house support team with clear KPIs
• Recover abandoned carts by contacting customers and training the team to do so
• Handle escalations calmly to resolve issues on first contact where possible
• Coordinate with operations and 3PL on delays, returns and replacements
• Build response templates, refund/replacement policies and a help center
• Track KPIs: response time, resolution time, CSAT, cart recovery, refunds

Job description

About the Role

We run a fast-growing direct-to-consumer e-commerce brand selling to customers in the USA. We're looking for a confident, customer-obsessed support leader to build our in-house support team from scratch. You'll own every customer conversation across chat, email and phone, hire and train your own team, turn unhappy buyers into loyal ones,recover abandoned carts, and help us build a brand customers trust for the long term.

What You'll Do

• Set up the customer support function from the ground up: team structure, shift planning, tools, SOPs and policies.
• Hire, train and manage an in-house team of support and calling agents, and set clear KPIs for each role.
• Own customer support end to end across live chat, email, and inbound/outbound calls.
• Call and message abandoned-cart customers to understand their hesitation and recover lost sales, and train the team to do the same.
• Handle escalations and angry customers calmly and confidently, resolving issues on the first contact wherever possible.
• Prevent chargebacks and payment disputes by resolving order, delivery and refund issues before customers go to their bank.
• Monitor reviews across the site and third-party platforms, respond professionally, and reach out to unhappy reviewers to fix their problem.
• Coordinate with operations and 3PL partners on shipping delays, lost packages, returns and replacements.
• Build response templates, refund/replacement policies and an FAQ/help centre.
• Track and report KPIs: response time, resolution time, CSAT, cart recovery rate, refund rate and chargeback rate.