Customer Success Manager

Location: On Site
Experience: 3 to 6 years preferred
Education: Post-graduate or above
Working days: Monday to Saturday
Working hours: 6:30 AM to 3:30 PM IST
Employment: Full Time, Permanent
Salary: 6,00,000 to 8,00,000 per year, based on experience and proven results
About us
Horizon Store is an established Australian retailer of consumer electronics, technology and home appliances. We sell through our Shopify website and leading marketplaces, including Amazon and eBay. We are growing our India-based team.
What you will do
• Own the customer experience after the sale, across every marketplace and our website.
• Answer customer emails, chats and marketplace messages quickly and clearly. Call customers if required.
• Handle returns, refunds, claims and complaints from start to finish.
• Protect seller ratings and account health, and fix issues before they affect sales.
• Work with our warehouse and logistics teams to fix delivery problems.
• Find repeat issues and suggest fixes to product pages, policies and processes.
• Use AI tools to enhance replies, reporting and quality checks.
• Write daily and weekly reports on response times, satisfaction and top issues, with clear recommendations.
• Work with our operations, development and warehouse teams.
What you need
• 3 to 6 years of hands-on customer success, support or account management experience, ideally in e-commerce.
• Experience with Amazon, eBay, Shopify or similar platforms.
• Good understanding of marketplace return and refund policies.
• Strong written and spoken English.
• Daily use of AI tools, with real examples of how they improved your work.
• Calm, polite and organised under pressure.
• Ability to work independently with an international team.
• Willingness to work Monday to Saturday from 6:30 AM IST.
Bonus
• Hands-on experience with CRM tools.
• Experience supporting customers in Australia or other international markets.
What we offer
• Direct exposure to the Australian e-commerce market.
• Real ownership of customer results in a growing online business.
• A team that uses AI every day, with room to build your own tools.
• Long-term career growth and more responsibility as we expand.
How to apply
Send your CV and answer the following:
1. Your customer success or support experience.
2. A hard customer case you solved. What happened and what was the result?
3. How you would use AI to help Horizon. Max 200 words.
4. Your notice period.
5. Confirmation that you can work the advertised schedule.

Skills
Customer Success

Experience
3-6 yrs

Work arrangement
No