Job Title

Company DescriptionSixteen Dreams is transforming India's e-commerce landscape by building a portfolio of leading brands across major industries such as consumer electronics, beauty, and food. With a vision of market leadership, we are creating dynamic, innovative solutions that set us apart in the industry. Our team is dedicated to pushing boundaries, shaping the future, and leaving a lasting impact. Join us in this exciting journey to redefine the market and achieve excellence across the nation.Role DescriptionThe Customer Support Manager will be responsible for leading, managing, and optimizing the customer support function. This role requires an individual with strong experience in customer support operations who can handle escalations, ensure service quality, and oversee daily customer interactions across multiple channels. The role involves managing chat and call-based support processes, ensuring customers receive timely and professional assistance, and maintaining high service standards. The Customer Support Manager will also be responsible for supervising the support team, improving response processes, and ensuring effective use of CRM tools.Qualifications- Extensive experience in customer support, preferably with prior experience in a managerial or team lead role. - Strong understanding of customer support operations, escalation handling, and service quality management. - Hands-on experience with CRM systems (working knowledge of popular CRM tools is required). - Proven ability to lead, manage, and motivate a support team. - Excellent verbal and written communication skills in English; proficiency in Hindi is required. - Ability to communicate clearly, professionally, and confidently with customers and team members. - Strong decision-making, problem-solving, and conflict-resolution skills. - Ability to manage performance, discipline, and productivity within the team.