Job Title: Customer Success Executive
Company: Inspire Global Ventures (IGV)
Location: Ranchi
Experience Required: 0–2 years
Employment Type: Full-Time
About Inspire Global Ventures (IGV)
Inspire Global Ventures (IGV) builds digital-first brands across global markets. Customer success is at the heart of our retention, reviews, and long-term growth.We strive to provide fast, empathetic, and solution-focused support — ensuring every customer feels valued, heard, and taken care of.This role owns daily customer communication and ensures every issue is resolved smoothly.
About the Role
Currently, customer queries across email, reviews, and social channels do not receive consistent, timely, or structured responses.There is no centralized reporting, issue tagging, or system for reducing refunds and improving product quality.This role will solve these gaps by taking full ownership of customer communication, review management, escalation tracking, and weekly CS insights.
This position ensures higher trust, fewer refunds, better reviews, and early identification of product or funnel issues.
90-Day KRAs (Key Outcomes)
✔ 100% customer queries responded within 24 hours across email, social inboxes, and comments
✔ 30% reduction in open/pending tickets through consistent closure and follow-ups
✔ Improved review quality by moderating reviews and tagging recurring product issues
✔ Smooth refund + resolution process with empathy and documentation
✔ Weekly CS Insights Report summarizing patterns, issues, and required improvements
Primary ResponsibilitiesDaily Responsibilities
- Respond to all customer emails & inbox queries within 24 hours (6 days/week)
- Check negative comments across stores and resolve/hide when appropriate
- Maintain support tracker: tag issues (delay, access issue, confusion, refund reason, etc.)
- Follow up on relevant Asana tasks
- Assist with replying to social comments when required
- Track chargebacks and escalate urgent issues
- Notify funnel/ops/product teams of repeated or critical support issues
Weekly Responsibilities
- Share weekly summary of major issues, complaints, refund trends
- Maintain & update FAQ / macro templates for common replies
- Support product launches by monitoring increased inbox volume
- Help check store data (titles, descriptions, broken links, access issues)
- Improve internal CS knowledge base (downloads, refund SOPs, product access instructions)
- Share customer insights that could help improve future products
Skills & Competencies RequiredTechnical Skills
● Email handling & ticketing systems
● Basic understanding of eCommerce customer concerns
● Review moderation & tracking
● Ability to maintain support trackers and follow structured processes
Soft Skills
● Strong written English & support tone
● Empathy and patience with customers
● Fast response and high ownership
● Problem-solving & escalation awareness
● Organized and good at multi-tasking
Experience & Qualifications
● 0–2 years of experience in customer support or service roles
● Strong written communication required
● Portfolio required: No
● Experience in D2C/eCommerce support is a plus
Reporting Structure
Reports To: Funnel & CS Head
Works Closely With:
- Product Head
- Executive Customer Support
KPIs (Performance Indicators)
● 24-hour response rate
● Ticket closure rate
● Review moderation accuracy
● Refund reduction
● Weekly CS insights quality
● Accuracy of issue tagging & escalation
What You Can Expect at IGV
● Supportive team & structured processes
● Role that directly improves customer satisfaction
● Weekly feedback & opportunity for skill growth
● Clear visibility across product, funnel, and operations teams
● A friendly, people-first work culture
How to Apply
Send your resume to: [email protected]
Equal Opportunity Statement
We welcome applicants from all backgrounds and value supportive, empathetic communication skills.
Pay: ₹15,000.00 - ₹25,000.00 per month
Work Location: In person
