Customer Care Manager

Job Description: Company Name: Purple United Sales Pvt Ltd Location: Tower 2, Ground Floor, Candor Tech Space, Plot No. 20 & 21, Sector-135, Noida, Uttar Pradesh – 201304 Position: Customer Care Manager Email Id: hire@purpleunited.com

Job Summary: The Customer Care Manager will oversee all customer experience functions for the D2C apparel brand, ensuring smooth, responsive, and high-quality support across digital channels — email, chat, phone, social media, and marketplaces. This role involves managing the customer service team, optimizing support systems, and using customer insights to enhance retention, brand loyalty, and lifetime value.

Key Responsibilities: 1. Customer Support Operations Lead and manage the customer care team handling pre-sales, post-sales, returns, exchanges, and general inquiries. Monitor and ensure SLAs (response and resolution times) are met across all channels.

Manage customer escalations with empathy, ownership, and professionalism. 2. E-Commerce & Order Management Ensure accurate and timely updates to customers on order and return status.

Work with the fulfillment team to reduce errors and improve turnaround times. 3. Social Media & Digital Engagement Oversee customer interactions and reputation management on social media platforms (Instagram, Facebook, WhatsApp, etc.). Track and respond to reviews, feedback, and DMs promptly. 4. Process Improvement & Automation Analyze recurring issues and recommend process improvements or system enhancements. Maintain updated FAQs and support documentation. 5. Customer Experience & Retention Collect, track, and analyze customer feedback to identify trends and improvement areas. Collaborate with product and marketing teams to address service-related insights. Support loyalty programs, customer engagement campaigns, and reactivation initiatives. 6. Team Leadership & Development Hire, train, and coach customer service executives to deliver exceptional service. Qualifications & Skills: Bachelor’s degree in Business Administration, Retail Management, or a related field. 5–8 years of experience in customer service or operations, preferably in D2C e-commerce / fashion / apparel. Experience managing omnichannel support teams. Strong analytical, leadership, and communication skills. Knowledge of order management and logistics coordination. Empathetic, detail-oriented, and customer-obsessed mindset.

Key Performance Indicators (KPIs): Customer Satisfaction (CSAT) First Response Time (FRT) & First Contact Resolution (FCR) Average Resolution Time (ART) Refund/Return Turnaround Time Repeat Purchase & Retention Rates Social Media Response Rate and Sentiment