About the job
About the Role
We're looking for a Customer Support Executive to be the voice of the brand for a global (US/EU) customer base. This role sits at the intersection of customer experience and operations, ensuring every interaction reflects the brand's quality and attention to detail.
If you come from a strong DTC/e-commerce background, have handled high-volume support with escalations, and enjoy solving customer problems in a fast-paced environment—this is a great fit.
What You'll Be Doing
- Customer Communication: Handle high-volume inquiries across email, live chat, and social media with a professional, timely, and on-brand tone
- Issue Resolution & Escalations: Troubleshoot and resolve complex order-related concerns (tracking, product queries, returns/exchanges), including escalations
- Global Customer Handling: Support and communicate effectively with US/EU customers, aligning with their expectations and communication standards
- Order Management: Use Shopify and Gorgias to manage customer profiles, process returns, and ensure a seamless post-purchase experience
- Proactive Support: Identify recurring customer pain points and share actionable feedback with product and operations teams
- Customer Experience: Maintain high satisfaction levels even in high-pressure or complex situations
Must-Have Requirements (Strict)
- 2–3+ years in DTC / e-commerce customer support
- Proven experience handling global customers (US/EU)
- Experience managing high-volume support environments + escalations
- Hands-on experience with Shopify and Gorgias (or similar tools)
- Excellent written and verbal English communication (10/10 fluency required)
Good to Have
- Experience with beauty / lifestyle brands
- Familiarity with social media-based customer support
- Knowledge of regional Indian languages
What We're Looking For
- Strong problem-solving and ownership mindset
- Ability to manage multiple conversations without compromising quality
- High attention to detail and organization
- A genuine customer-first attitude with empathy and patience
Why You Should Join Us
- Global Exposure: Work directly with US/EU customers and international standards
- High-Impact Role: Be the voice of the brand and shape customer experience
- Fast-Paced Environment: Learn quickly and take ownership from day one
- Cross-Functional Exposure: Collaborate with product and operations teams
- Skill Growth: Deepen expertise in CX, e-commerce tools, and escalation handling
