Brand: Jaey
Location: Mumbai (Kurla East)
Experience: Fresher / 0–1 year
Work Mode: Full-time, 5 days from office + Saturdays WFH
About Jaey
Jaey is India’s first size-inclusive power-dressing brand for women - think Raymond, but for women.
We sell through our own website and marketplaces such as Myntra, Nykaa Fashion and Zilo.
As we scale, we're looking for someone who can sit at the intersection of customer experience and operations - ensuring that customers have a smooth experience while making sure orders, deliveries, returns and exchanges move seamlessly behind the scenes.
This is a core execution role for someone who understands that great customer experience isn't just about replying to customers - it's about making sure the problem actually gets solved.
What You'll Own - Customer Experience & Communication
- Handle customer queries across WhatsApp, email and social media DMs.
- Respond promptly while maintaining Jaey's warm, thoughtful and premium brand tone.
- Manage multiple customer conversations simultaneously without losing context.
- Handle questions around products, sizing, customisations, orders, deliveries, returns and exchanges.
- Proactively update customers about delays or changes instead of waiting for them to follow up.
Order & Delivery Operations
- Manage day-to-day order processing across our D2C website and marketplaces.
- Track orders from processing → dispatch → delivery.
- Coordinate with courier partners for delayed, failed or stuck deliveries.
- Follow up on shipments, RTOs and delivery exceptions.
- Ensure orders don't get missed or fall through the cracks.
- Work towards reducing failed deliveries and RTOs.
Returns & Exchanges
- Manage return and exchange requests from start to finish.
- Coordinate reverse pickups with logistics partners.
- Track returned products and ensure they reach the warehouse.
- Coordinate with the QC and production teams before exchanges are dispatched.
- Keep customers updated throughout the process.
- Identify and flag recurring issues in returns and exchanges.
Complaint & Issue Resolution
- Take ownership of customer complaints until they are fully resolved.
- Handle difficult conversations calmly and empathetically.
- Coordinate internally to find practical solutions rather than simply passing the issue along.
- Turn frustrating situations into positive customer experiences wherever possible.
- Escalate issues when required, while ensuring the customer continues to receive updates.
Internal & External Coordination
You'll work closely with:
- Logistics and courier partners
- Warehouse and dispatch teams
- Production team
- Merchandising team
- Design team
- Founders / core team
Your job will often be to connect the dots between these teams and make sure what we've promised the customer is actually delivered.
Tracking & Process Management
- Maintain trackers for orders, deliveries, returns, exchanges and customer issues.
- Keep records updated accurately on a daily basis.
- Identify recurring operational or customer experience issues.
- Flag bottlenecks before they become bigger problems.
- Suggest simple process improvements that can make the customer experience smoother.
- Assist with basic CRM and customer database management.
Retention & CRM Support
- Collect customer feedback and identify opportunities to improve the experience.
- Support customer follow-ups and relationship-building initiatives.
- Assist with WhatsApp campaigns, broadcasts and other CRM activities.
- Help identify patterns in customer feedback and share insights with the team.
Who You Are
We're looking for someone who is:
- Highly organised and detail-oriented
- A strong communicator - both written and verbal
- Empathetic and patient with customers
- Calm under pressure
- Strong at follow-ups and doesn't need to be reminded repeatedly
- Comfortable handling multiple tasks at once
- Proactive and street-smart
- Good at solving problems independently
- Comfortable coordinating with different teams and external partners
- Willing to take ownership rather than saying "that's not my job"
- Comfortable working in a fast-paced startup environment
You don't need a fashion background. What matters more is that you're sharp, organised, proactive and genuinely care about getting things done.
What We're Looking For
- Bachelor's degree in any field
- Freshers are welcome to apply
- 0–1 year of experience in customer success, operations, ecommerce, logistics or a related role is a plus
- Basic knowledge of Excel / Google Sheets
- Strong written and verbal communication skills
- Comfortable working in an onsite environment
- Can start immediately
Structure & Compensation
- You will initially join us as an intern for 3 months.
- Based on satisfactory performance, you will be promoted to a full-time role upon completion of the internship.
- Compensation will be aligned with industry standards and based on experience and knowledge.
Why Jaey?
- Learn how a growing fashion brand operates from the inside.
- Get exposure to customer experience, ecommerce, logistics, order management, returns and D2C operations.
- Work closely with the founders and core team.
- Lean team → real responsibility from day one.
- Your work directly impacts customer satisfaction, retention and daily business performance.
- Opportunity to grow into a larger Customer Experience / Operations role as Jaey scales.
Location
Kurla East, Mumbai
Work Mode
Full-time, 5 days from office + Saturdays WFH
How to Apply
Interested candidates can apply to this job or send their resume to:
[email protected]
Pay: ₹10,000.00 - ₹20,000.00 per month
Work Location: In person
