Freakins - Manager - Customer Support (5-10 yrs)

About Freakins:

Freakins is a fast-growing fashion brand dedicated to delivering high-quality apparel with a strong focus on customer satisfaction. We are looking for a dynamic and experienced Customer Support Manager to lead our support team, enhance customer experience, and drive operational efficiency.

Key Responsibilities:

- Team Leadership: Manage, mentor, and develop the customer support team to ensure high performance.

- Customer Experience: Oversee customer interactions across multiple channels (email, chat, social media, calls) to maintain a high standard of service.

- Issue Resolution: Handle escalations, resolve complex customer concerns, and ensure timely resolutions.

- Process Improvement: Identify gaps in support processes and implement solutions to enhance efficiency and response times.

- Performance Monitoring: Track key metrics (response time, resolution time, CSAT, NPS) and optimize strategies to improve customer satisfaction.

- Collaboration: Work closely with internal teams (operations, logistics, product, and marketing) to address customer concerns and enhance the overall experience.

- Training & Development: Conduct training sessions to upskill team members on best practices, product knowledge, and customer service etiquette.

- Tech & Tools: Leverage CRM tools and customer support software to streamline communication and reporting.

Requirements:

- 4-5 years of experience in customer support, with at least 2 years in a managerial or leadership role.

- Strong problem-solving skills and ability to handle high-pressure situations.

- Excellent communication skills-both verbal and written.

- Experience with customer service platforms like Zendesk, Freshdesk, or similar tools.

- Ability to analyze customer feedback and drive actionable improvements.

- Experience in the fashion or e-commerce industry is a plus.

What We Offer:

Competitive salary and benefits.

Opportunity to work with a fast-growing fashion brand.

A dynamic and collaborative work environment.

Career growth and leadership opportunities.