Customer Success Manager

Job Title: Customer Success Manager

Location: Gurgaon

Experience: 4–8 years (D2C/eCommerce/Fashion preferred)

About Us

We're looking for an ownership-driven customer success manager who can run the back bone of customer experience for Oyela. You'll be the single point of accountability and own Oyela's entire post-purchase customer experience — the team, the process and the promise. You will lead 10 support agents and 2–4 escalation leads, and be the single owner of what a customer hears from us, how fast they hear it, and what happens inside the company when they raise an issue. This is a build role, not a queue-monitoring role.

This is a frontend driven customer first approach role instead of operational lead.

Key Responsibilities:

• Team & KRAs: Define KRAs and scorecards for agents and escalation leads. Run weekly QA audits, coaching, 1:1s, rosters, training, hiring and retention.
• Ticket lifecycle: Own the helpdesk stack across WhatsApp, calls, email, Instagram, chat and marketplaces. Define contact-reason taxonomy, P1–P4 priority, routing, SLAs, reply templates and brand tone — and define exactly what "closed" means, with CSAT on every closure.
• Internal action triggers: Map every complaint to the internal team that must act — warehouse, logistics, quality, catalog, finance, marketing — with named owner, TAT and proof of completion. Own the L1–L4 escalation matrix and make sure the customer is updated within the promised window, every time.
• SOPs: Write an SOP for every contact reason and every internal trigger, with a time standard on every step. Maintain them versioned, review monthly/quarterly, update on any policy or partner change, and audit adherence.
• Reporting & root cause: Own the leadership dashboard (FRT, resolution TAT, SLA adherence, backlog, CSAT, contacts per order, cost per contact). Run a weekly Voice-of-Customer review with ops and product to fix root causes — and bring support volume down, not just response time.

Requirements

• 4–8 years in customer experience/support, with 3+ years managing a team of 10 or more.
• D2C, e-commerce, fashion, retail or quick-commerce background — you know order, delivery, return and refund journeys first-hand.
• Proven experience building an SOP, SLA and escalation framework from scratch, not just running one.
• Hands-on with Freshdesk, automations, routing rules, SLA policies, reporting.
• Working knowledge of Shopify order flows, returns and exchanges, RTO/NDR handling, payment gateway refunds and courier escalations.
• Strong in Excel/Google Sheets and comfortable with dashboards;
• Excellent written and spoken English and Hindi, with the ability to write in brand voice.
• Calm and decisive under escalation — able to say no to a customer and push a fix through another department.

What we offer:

• Opportunity to work with one of India’s fastest-growing D2C fashion brands.
• Ownership and autonomy to experiment and build impactful features.
• Collaborative and growth-focused culture.
• Competitive compensation with performance-based growth.

Company Website: www.oyela.in

About the company: www.oyela.in/pages/about-us