We are looking for someone who enjoys helping people, communicates clearly, and can handle customer concerns with patience and ownership and will support customers across their entire shopping journey from answering product questions before purchase to resolving delivery, return, or refund concerns after purchase.
You will be the voice of the brand for our online customers, and your role will be key in making sure every interaction leaves them with a positive experience.
What the role involves
You will be the first point of contact for customers shopping by helping them across email, calls, WhatsApp, and website chat.
On a day-to-day basis, this means supporting customers with order updates, delivery timelines, returns, exchanges, refunds, payment issues, product queries, size and fit guidance, and basic website-related concerns.
A large part of this role is also about helping customers before they buy. Whether someone needs help choosing the right size, understanding fabric and fit, clarifying an offer, or completing checkout, you will help them make confident purchase decisions and ensure the shopping journey feels smooth.
Once an order is placed, you will continue to support customers through tracking updates, delivery delays, exchange requests, refund follow-ups, and issue resolution. The expectation is not just to respond, but to take ownership and see each issue through to closure.
Because this role is closest to the customer, you will also be expected to spot recurring issues and flag them early — whether it is a payment issue, checkout bug, repeated sizing concern, or delivery-related friction. These inputs will help improve the website and overall customer experience.
You will also be responsible for keeping customer interactions organised and updated, ensuring tickets are tracked properly, escalations are raised on time, and customers are always kept informed.
What we’re looking for
We’re looking for someone who is clear in communication, patient in approach, and naturally customer-first.
You should be comfortable speaking with customers, handling concerns calmly, and managing multiple conversations without losing attention to detail. The role requires someone who can think practically, solve problems quickly, and coordinate well with internal teams to get things resolved.
A good understanding of how customers shop online - and where they typically face friction - will be important in this role.
Experience
1–3 years of experience in customer support, customer service, or customer experience.
Prior experience in ecommerce or D2C is preferred.
Experience in fashion, retail, or lifestyle brands will be an advantage.
Familiarity with platforms like Shopify, Freshdesk, Gorgias, or similar tools is helpful.
What success looks like
Success in this role will be measured by how smoothly customers are supported, how quickly issues are resolved, and how confidently customers are able to shop
The ideal person in this role will help improve customer satisfaction, reduce friction in the online shopping journey, and contribute directly to stronger customer trust and repeat business.
Pay: Up to ₹40,000.00 per month
Work Location: In person
