Customer Support Executive (Experience with D2C Brands)

About the Role We are looking for a customer-focused and energetic Customer Support Executive with prior experience in D2C or E-commerce. The ideal candidate will handle customer queries across multiple channels, manage order-related issues, and ensure a smooth, high-quality customer experience.

Key Responsibilities

Handle customer queries via chat, email, WhatsApp, social media, and calls. Manage order tracking, returns, replacements, refunds, cancellations, and delivery escalations. Resolve customer issues with accuracy, empathy, and timely follow-ups. Maintain a consistent brand voice in all customer interactions. Use CRM / helpdesk tools like Freshdesk, Zendesk, Gorgias, or similar. Coordinate with internal teams — logistics, warehouse, operations, and product — for quick resolution. Record, track, and close tickets within SLA timelines. Capture customer feedback and share insights to improve product and CX. Identify repeat issues and suggest process improvements.

Requirements

1–4 years of experience in Customer Support for a D2C brand, E-commerce company, or marketplace seller. Strong communication (written + verbal) in English; additional languages are a plus. Hands-on experience with helpdesk tools (Freshdesk, Zendesk, Kapture, Zoho Desk). Ability to manage high-volume queries and multitask. Problem-solving and conflict-resolution skills. Comfortable working in a fast-paced startup environment. Knowledge of order management, courier tracking, and return workflows.