Job Description

As a Customer Success Associate, you will be the primary point of contact for all post-purchase queries. You will manage order cancellations, exchange requests, and post-delivery escalations, ensuring the best possible resolutions to retain our customers. We are looking for proactive, sharp, and detail-oriented individuals to join our Order Management & Escalations Team. You'll be the key link between our operations, delivery partners, and customers, ensuring every order is smoothly fulfilled and any delivery issues are handled with speed and accountability.

Key Responsibilities

Order Management: Coordinate with delivery partners for live updates and respond to inbound order-related tickets via the CRM.
Escalation Handling: Handle unresolved delivery issues or customer complaints, taking full ownership of high-risk or delayed orders.
Resolution Coordination: Manage refunds, cancellations, and exchanges in coordination with your reporting manager and the sales, procurement, and delivery teams.
Documentation: Log every conversation and escalate issues per SOP; track and update the escalation sheet daily.
Feedback & Retention: Make post-delivery feedback calls, review client feedback forms, and flag dissatisfied responses for immediate resolution.

About Company: Material Depot is a Y-Combinator-backed startup transforming how architects and designers discover and purchase interior materials. We're building India's first online discovery engine + omnichannel retail experience for materials like tiles, laminates, wallpapers, wooden flooring, wall panels, and more. We are backed by global investors, including Accel, Whiteboard Capital, and Y Combinator, and are working with 1,000+ top designers. With over $4M+ in annualized revenue, we're one of the fastest-growing startups in this space.