Customer Support Manager

Be Desi | Infinite Business Ventures Pvt Ltd

We are looking for a highly organized and proactive Customer Support Manager to lead and optimize our customer interaction operations across multiple platforms. This role is ideal for someone who thrives in a fast-paced e-commerce environment and is passionate about delivering exceptional customer experiences.

Job Role:

🔹Lead and manage the end-to-end customer inquiry handling process across all channels including Meta, TikTok, WhatsApp, and telephone.

🔹Ensure all customer inquiries are promptly acknowledged, accurately filtered, and effectively assigned to the relevant sales team members.

🔹Monitor and control daily inquiry flow to ensure zero missed interactions and adherence to response time standards.

🔹Establish, track, and report on key service performance indicators such as response time, inquiry backlog, and customer satisfaction.

🔹Act as the primary escalation point for complex customer issues, ensuring timely and professional resolution.

🔹Supervise and guide Customer Service Executives (CSEs) to ensure consistent service quality and operational discipline.

🔹Collaborate closely with Sales, Marketing, and Showroom Operations teams to ensure seamless customer experience and effective conversion support.

🔹Develop, implement, and continuously improve standard operating procedures (SOPs) for inquiry handling and customer communication.

🔹Maintain accurate records and generate regular operational reports to support decision-making and performance improvement.

🔹Identify process gaps and drive continuous improvement initiatives to enhance efficiency, responsiveness, and overall customer satisfaction.

Requirements:

✔ 3–5 years experience in Customer Service / Online Sales Support.

✔ Experience in retail / e-commerce / social media handling is preferred.

✔ Strong communication, monitoring, and team management skills.

✔ Ability to handle high volume inquiries efficiently.

✔ Basic knowledge of Excel / reporting tools.

What We Offer:

✧Opportunity to lead and shape the customer service operations for a fast-growing fashion brand.

✧Competitive salary and performance-based incentives.

✧Friendly and dynamic work environment.

Apply Now

Be part of Be Desi and help us create outstanding customer experiences that drive brand loyalty and growth.

📩 Send your CV to: careers@infiniteventures.lk

📍 Location: Colombo 06