Customer Support Manager

Job Description - Customer Support Manager

Location: Karumathampatti, Coimbatore

Reporting To: Founder / Head of Operations

About Qikink

Qikink is India’s leading print-on-demand and dropshipping platform. We empower creators, entrepreneurs, and brands to launch and scale their e-commerce businesses with zero inventory risk. With in-house manufacturing, automated fulfillment, and seamless integrations, Qikink is redefining how merchandise is created and delivered.

Role Overview

We are looking for a Customer Support Manager to lead and optimize Qikink’s support operations. The ideal candidate will be responsible for building a high-performing team, creating SOPs, and ensuring world-class customer experiences across all support channels (chat, email, WhatsApp, and phone). This role demands a mix of people management, process improvement, and customer-first thinking.

Key Responsibilities

Team Leadership

• Manage and mentor the customer support team (chat, email, WhatsApp, and call support).
• Set clear goals, track KPIs, and build a culture of accountability and empathy.

Customer Experience

• Ensure timely and accurate responses to client queries and escalations.
• Handle priority clients and high-value escalations personally when needed.
• Drive customer satisfaction (CSAT) and first-response-time improvements.

Process & Quality

• Create and enforce SOPs for ticket handling, escalations, and client communication.

Regularly review support transcripts/emails to ensure quality and consistency.

• Reduce repetitive queries by improving FAQs, knowledge base, and self-help resources.

Cross-Functional Collaboration

• Work closely with Sales, Tech, and Operations teams to resolve recurring client pain points.
• Escalate product or tech-related issues quickly with clear documentation.

Reporting & Insights

• Prepare weekly/monthly reports on ticket volumes, response times, customer complaints, and resolution trends.
• Share actionable insights with management to improve overall service quality and client retention.

Qualifications & Skills

• 4–7 years of experience in customer support, with at least 2 years in a managerial role.
• Strong people management skills and experience leading multi-channel support teams.
• Excellent written and verbal communication skills (English required, regional languages a plus).
• Familiarity with support tools (Freshdesk, Zoho Desk, or similar CRMs).
• Ability to handle high-pressure situations with calmness and empathy.
• Process-oriented with a strong focus on continuous improvement. What We Offer
• Competitive salary + Incentives.
• Opportunity to lead and scale customer support in a fast-growing company.
• A collaborative culture where customer experience is core to success.

How to Apply:
Interested candidates can share their resume to careerstthp@gmail.com with the subject line "Customer Support Manager".

Job Type: Full-time

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Cell phone reimbursement
• Provident Fund

Ability to commute/relocate:

• Karumathampatti, Coimbatore, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• E-Commerce: 4 years (Required)

Work Location: In person