Senior Customer Support Specialist- D2C

Role Description

This is a full-time on-site role located in New Delhi for the position of Senior Customer Support Specialist. The role involves overseeing customer support operations, ensuring customer satisfaction, responding to inquiries, and resolving customer concerns in a timely and professional manner. The Customer Support Manager will also work to improve support processes, train team members, and act as a bridge between customers and the internal teams to enhance the overall customer experience.

Qualifications

• 3-4 years of experience in Customer Support, Customer Service, and Customer Satisfaction in a D2C environment
• Proficiency in delivering Technical Support and resolving customer inquiries effectively
• Analytical Skills for problem-solving and improving customer support processes
• Experience in leading a support team and maintaining a customer-first approach
• Excellent communication and interpersonal skills
• Ability to work in a dynamic, fast-paced environment

Key Responsibilities:

Customer Support Operations

• Manage day-to-day customer support operations across channels (phone, email, chat, CRM, etc.)
• Ensure timely and effective resolution of customer queries and issues
• Monitor service levels, response times, and customer satisfaction metrics

Team Leadership & Development

• Lead, coach, and mentor customer support executives and team leads
• Conduct regular performance reviews and provide feedback
• Plan staffing, shifts, and workload distribution to meet service demands
• Train team members on products, processes, and customer handling skills

Customer Experience & Escalation Management

• Handle complex customer escalations and complaints
• Act as a point of contact for high-priority or key customers
• Ensure consistent, professional, and customer-centric communication

Process Improvement & Quality Assurance

• Develop and implement support processes, SOPs, and best practices
• Identify gaps and drive continuous improvement initiatives
• Monitor call quality, ticket quality, and compliance with standards

Reporting & Analytics

• Prepare and analyze support performance reports
• Share insights and recommendations with senior management
• Use data to improve team productivity and customer satisfaction

Cross-functional Collaboration

• Work closely with Sales, Product, Operations, and Tech teams
• Provide customer feedback to improve products and services
• Support product launches, updates, and customer communications

Tools & Systems

• Manage CRM and ticketing systems (Zendesk, Freshdesk, Salesforce, etc.)
• Ensure accurate documentation and data integrity in support systems