We are looking for an experienced E-commerce Customer Support Executive to manage customer service for a growing women’s fashion brand.
The role is primarily focused on managing customer enquiries and handling returns, refunds, and exchanges from initial request through resolution.
You will also assist customers with sizing, fit, order updates, delivery issues, product availability, restocking timelines, cancellations, and other order-related questions.
To provide customers with accurate information, you will need to understand how orders and inventory move through the business. This includes checking Shopify, our US fulfilment/3PL system, stock availability, expected replenishment timelines, and relevant order or shipment information.
You will work closely with the Founder and will be expected to take ownership of routine customer cases independently.
Responsibilities
- Manage customer conversations and support tickets in Gorgias
- Handle returns, refunds, and exchanges from request through resolution
- Respond to customer questions about sizing, fit, products, orders, and availability
- Handle cancellations, address changes, and other order modifications
- Resolve shipping, tracking, delivery, and fulfilment-related issues
- Check Shopify for customer, order, and product information
- Check stock availability when processing exchanges or answering product enquiries
- Use our US fulfilment/3PL system to check order, shipment, and fulfilment information
- Understand where products are fulfilled from and how the fulfilment process works
- Stay informed about relevant restocking and replenishment timelines
- Provide customers with accurate estimated availability when a product or size is temporarily out of stock
- Follow up internally when stock, shipment, or product information requires clarification
- Proactively follow up on unresolved customer cases until they are completed
- Handle dissatisfied customers and complaints professionally
- Escalate unusual or exceptional cases to the Founder/CEO when necessary
- Create and improve Gorgias macros and customer response templates
- Help maintain clear internal customer support procedures and SOPs
- Keep customer notes and support records organised
- Identify recurring customer issues and flag them when necessary
Requirements
You should have:
- Previous e-commerce customer support experience
- Previous experience working with a fashion, apparel, beauty, lifestyle, or similar consumer brand strongly preferred
- Experience handling returns, refunds, and exchanges
- Experience using Shopify or a similar e-commerce platform
- Previous Gorgias experience strongly preferred
- Excellent written English
- Strong communication and problem-solving skills
- Good judgement when handling complaints, refunds, and escalations
- Strong attention to detail
- Ability to work independently and take ownership of customer cases
- A proactive approach to follow-ups and unresolved tickets
- Ability to understand and work with stock, fulfilment, and order information
- Reliable internet connection
- Availability to work approximately 8:30 PM–4:30 AM IST
Experience using 3PL or fulfilment software is an advantage but is not required.
Working Hours
Most of our customers are based in the United States.
You must therefore be available to work approximately 8:30 PM–4:30 AM IST on a full-time basis.
You will be expected to actively monitor and manage the customer support inbox during your shift, respond to new enquiries, follow up on open cases, and ensure that customer issues are resolved properly.
Salary
₹20,000–₹35,000 per month, depending on relevant experience, communication skills, e-commerce knowledge, and ability to independently manage customer support.
Applications that clearly demonstrate relevant e-commerce customer support experience will be prioritised.
Pay: ₹20,000.00 - ₹35,000.00 per month
Application Question(s):
- Which fashion or apparel e-commerce brands have you personally supported?
- How many years of e-commerce customer support experience do you have?
- Have you personally handled returns, refunds, and exchanges in Shopify?
- Approximately how many customer tickets did you handle per day?
- A customer wants to exchange for a size that is currently out of stock but expected back in 10 days. In 2–3 sentences, how would you respond?
Shift availability:
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Work Location: Remote
