Category Manager - Customer Experience - eCommerce

Mandatory Skills: - 3 - 5 years of experience in Customer Service / Customer Experience / Service Operations - Strong experience in D2C / E-commerce / Consumer Product companies - Hands-on experience managing customer escalations, complaints & complex cases - Strong understanding of SLA, TAT, CSAT, FCR, AHT and service KPIs - Experience in RCA (Root Cause Analysis) and identifying recurring customer/service issues - Experience driving process improvement and service quality initiatives - Strong stakeholder management across Operations, Logistics, Product, Sales and other teams - Experience with CRM / ticketing tools such as Zendesk, Freshdesk, Salesforce, Gorgias, etc. - Experience handling returns, refunds, cancellations, delivery/service issues and customer complaints - Strong team handling / team coordination experience - Ability to monitor daily operational metrics, dashboards and performance reports - Strong communication skills with a customer-first approach Good to Have: - Experience in a fast-growing D2C consumer brand - Experience handling omnichannel customer support - Voice, Chat, Email & Social Media - Experience with NPS, CES and customer retention metrics - Knowledge of WISMO, returns/refunds and last-mile delivery operations - Experience working with 3PL / logistics partners - Experience in quality audits, SOP creation and process documentation - Exposure to automation / AI-driven customer support tools - Experience managing customer support vendors/BPO partners Preferred Candidate Profile: - Preferred candidate should have experience as a Category Manager / Category Lead in a consumer services, D2C, or marketplace business, preferably from companies such as Urban Company, NoBroker, Jeeves, Reliance resQ, or similar organizations, with strong exposure to service operations, partner management, customer escalations, and category ownership.