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

• 14 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.