Customer Support Associate

Customer Support Associate

ELVN | Mumbai | Full time

About ELVN

ELVN is a premium women's activewear brand built for women who train hard and want gear that keeps up. We operate on a monthly drop model and are growing fast across India, with plans to expand into Dubai and the Gulf region. This role is a chance to be close to our customers and to the daily operations that keep the brand running.

About the role

We're looking for a Customer Support Associate to be the first point of contact for our customers and to help keep our order and inventory systems running smoothly. This is a customer support role for a Shopify based D2C brand. Familiarity with Shopify and Return Prime is a bonus, not a requirement, we will train you. You will report to the Brand Manager.

What you will do

Customer support

• Respond to customer queries on email, Instagram DMs, and WhatsApp
• Handle order status, sizing, and exchange or return questions with warmth and clarity
• Maintain a response time of under 2 hours during business hours
• Escalate high friction complaints to the Brand Manager
• Keep a log of recurring complaint themes such as sizing or delivery delays, and share patterns back to the team

Ecommerce operations

• Monitor daily order flow and dispatch status on Shopify, making sure every order moves within TAT
• Track and manage returns and exchanges through Return Prime, from request to resolution
• Do weekly stock counts and flag any mismatch between Shopify and physical inventory
• Flag low stock and stockouts before they become a problem, especially before drop days
• Coordinate with the warehouse or courier team on delayed shipments

What we're looking for

• 0 to 1 year of experience, freshers welcome
• Comfortable learning new software tools, training provided on Shopify and Return Prime
• Organised, doesn't let small things slip
• Warm and clear while talking to customers, even when they're frustrated
• Based in Mumbai and okay working from office

What we offer

• Direct, close to the customer role at a fast growing D2C activewear brand
• Structured onboarding with a clear two week ramp up plan
• Room to grow into a specialised CX or ops lead role as the team scales
• A collaborative, no fluff work environment

: hr@elvnactive.com