Urbanic - Manager - Customer Support (7-10 Yrs) Gurgaon/Gurugram (After-Sales/Customer Service)

Role: Customer Support ManagerBase Location: Gurgaon (onsite)About Urbanic- Urbanic s sole purpose as a company is to make people enjoy the confidence of beauty easily. Urbanic is a new-generation London-based fashion brand creating and bringing fashion that sustains the idea of inclusivity.- Today, Urbanic remains independent and dedicated to upgrading the lives of individuals, aimed at better beautifying consumers with our in-house data science and AI technologies. Moving towards a fully developed AI space and bringing new styles and trends each day to keep up with the ever-changing fashion needs.Role Brief- The Customer Support Manager will lead our customer support quality assurance and training initiatives. This role is critical to ensuring our customer support team delivers consistent, high-quality service and continuously improves through effective onboarding, ongoing trainings, and performance feedback.Key Responsibilities-- Develop, refine, and implement quality standards and evaluation processes for customer support interactions (voice, email, chat, social).- Monitor and evaluate agent interactions against internal standards and customer expectations.- Conduct regular quality audits, root cause analyses, and calibration sessions with support leadership.- Design and deliver comprehensive onboarding programs for new hires in the support team.- Create and maintain up-to-date training materials, playbooks, SOPs, and knowledge base content.- Develop and manage ongoing learning initiatives including soft skills, product knowledge, tools training, and process updates.- Identify performance trends and work with stakeholders to close skill and knowledge gaps.- Analyze metrics and customer feedback to recommend and implement process improvements.- Stay up to date with industry trends and emerging tools to continuously improve training and QA methodologies.You Are The Right Fit, If You Have - - 6-10 years of experience in Customer Support.- Exceptional communication and interpersonal skills.- Strong analytical abilities to interpret data and drive informed decisions.- Proactive problem-solving mindset with a passion for continuous improvement.- Ability to thrive in a dynamic, fast-paced startup environment.- Deep understanding of customer needs and a commitment to delivering outstanding service.- Leadership and people management skills to coach, motivate, and support a high-performing team.- Understanding of AI-based automation would be an added advantage.At Urbanic, Inclusion and Growth are at the heart of everything we do, fostering a work culture that empowers and uplifts individuals at all levels of our organization. Inclusion is not just a buzzword for us, it is a fundamental belief that by creating an inclusive environment, we foster a sense of belonging, where every team member feels valued, respected, and heard. (ref:updazz.com)

Payroll Type : Permanent