Junior Customer Success

About the job

Brand: Jaey

Experience - Fresher

Location: Mumbai (Kurla East)

Jaey is Indias first size-inclusive power-dressing brand - think Raymond, but for women.

We sell through our own website and marketplaces like Myntra, Nykaa Fashion, and Zilo.

As we scale, were looking for someone to own customer experience end-to-end - ensuring every interaction with Jaey feels smooth, thoughtful, and premium.

This is a core role for someone who understands that customer success is not support - its brand building.

Who You Are

You communicate clearly and empathetically

Youre calm under pressure and good at handling complaints

Youre detail-oriented and dont miss follow-ups

Youre organised and can manage multiple conversations at once

You understand tone - and can represent a premium brand well

You take ownership of problems until theyre fully resolved

What Youll Own

Customer Communication (All Channels)

Handling customer queries across WhatsApp, email, and social media DMs

Responding promptly and maintaining a consistent brand tone

Managing multiple conversations without dropping context

Order & Query Resolution

Managing order-related communication - confirmations, delays, shipping updates, returns, and exchanges

Coordinating with internal teams (operations, logistics, design) for accurate updates

Ensuring customers are proactively informed, not just reactive

Complaint Resolution

Resolving complaints efficiently while maintaining a positive customer experience

Turning negative situations into brand-building moments

Taking ownership of issues until full closure

Internal Coordination

Working closely with logistics, operations, and the head designer for query resolution

Ensuring alignment between whats promised and whats delivered

Following up internally to avoid delays

Tracking & Process Improvement

Maintaining records of customer interactions and issues

Identifying recurring problems and flagging them

Suggesting improvements to reduce friction in customer experience

Retention & CRM Support

Supporting customer retention efforts - follow-ups, feedback collection, relationship building

Assisting in WhatsApp campaigns and broadcasts

Supporting basic CRM and customer database management

Who are we looking for?

Bachelors degree in any relevant field

Strong communication skills (written + verbal)

Comfortable handling customer conversations across channels

Detail-oriented with basic Excel / Google Sheets skills

Empathetic, patient, and solution-driven mindset

Ability to work in a fast-paced startup environment

Structure & Compensation:

You will be hired as an intern for the first 3 months, and upon satisfactory performance, you'll be promoted to a full-time employee on completion of your internship.

Salary is reflective of experience and knowledge, aligned with industry standards.

Application Process:

Interested candidates are encouraged to apply to this job or send their resume to hiring@jaey.in

Why Jaey

Learn how customer experience shapes a fashion brand

Direct impact on customer satisfaction and retention

Lean team high ownership from day one

Work closely with founders and core team

Location: Kurla East, Mumbai

Work Mode: Full-time, 5 days from office, Saturdays work from home.

Requirements added by the job poster

Can start immediately

Strong communication skills required

Working in an onsite setting