Customer Service Specialist

This role offers a monthly budget of 15,00025,000 INR, depending on experience. Please apply only if this range works for you.

About Dr.Water

Were a American wellness brand building from Gurgaon, India making medicalgrade hydrogenrich hydration effortless. From portable bottles to family kettles, we turn plain HO into clean, labverified hydrationbacked by science and built with premium design. As we scale D2C, were doubling down on people, performance, and brand storytelling .

The Role

Customer Service Specialist

Location: Remote works, In-Office preferred (Gurgaon),

Experience: 6-18 months (exceptional freshers with solid projects welcome)

Engagement: Part-Time/Full-time

Why Join Dr.Water

1. Fastest growing D2C brand in the India -> US corridor
2. Fastest Growing Amazon Global Brands from India
3. Solve a real problem in the world and work on products that impact people's life tremendously

Learn more here:

What youll doCustomer Experience & Support

• Handle customer queries across email, chat, and social DMs with speed, empathy, and clarity.
• Resolve issues related to orders, shipping, payments, returns, and product usage.
• Make customers feel heard, not handled.
• Use AI to automate alot of customer queries. Handle our tools like zendesk AI, smartreply AI, consio AI, and Ravvio AI to automate customer support queries and integrate new AI tools in the future.

Issue Ownership

• Take full ownership of tickets till resolution. No hand-offs. No loose ends.
• Coordinate with ops, fulfillment, and product teams to close loops fast.
• Spot recurring issues and flag them early before they become fires.

Product & Brand Knowledge

• Understand our products deeply so you can explain them simply.
• Translate science-backed hydration into human language customers actually get.
• Help customers choose the right product, not just the fastest option.

Feedback & Insights

• Capture customer feedback, patterns, and objections.
• Share insights with the growth and product teams to improve listings, FAQs, and flows.
• Help reduce tickets over time by making the product and communication better.

What you bring

• 618 months experience in customer support, preferably in D2C or eCommerce.
• Strong written English. Clear, warm, and human.
• Comfort working with tools like Zendesk, Gorgias, Freshdesk, or similar.
• Ability to stay calm under pressure and solve problems without scripts.
• High ownership mindset. You dont wait to be told what to fix.
• Excited to join an early-stage company with real traction and ambition.

Nice to haves

• Experience supporting US customers or global time zones.
• Familiarity with Shopify, order dashboards, and fulfillment workflows.
• Experience helping improve macros, FAQs, or self-serve flows.
• Youve worked closely with founders or small teams before and liked it.

Your Place at Dr. Water

• Be the voice of a fast-growing, science-led wellness brand in the US.
• Real ownership. Your work directly impacts retention, reviews, and growth.
• Tight-knit team of builders, athletes, and creators who move fast.
• Learn how a modern D2C brand scales from the inside.
• Competitive comp, rapid learning, and room to grow with the company.

How to apply

Applying via LinkedIn works.

Want to fast-track?

Email

with:

Subject: Customer Support Executive Your Name

• Resume
• A short note on how you handle an angry customer
• One example of a customer interaction youre proud of

If you enjoy helping people, solving real problems, and making a brand feel human at scale

well get along just fine.