Location: Delhi NCR (Office-based)
Type: Full-time
Experience: 13 years
About Snooplay
Snooplay started as a curated toys & games marketplace, and we're now expanding into vertical quick commerce for babies and kids in Delhi NCR - bringing toys, baby essentials, kids fashion, gear, and everyday parenting needs with 60-minute delivery.
Role Summary
This role has two parts:
Outbound calling to inform and re-activate our customer base about Snooplay's new categories + 60-min delivery.
Inbound calls & WhatsApp support to guide customers, resolve issues quickly, and ensure a smooth end-to-end experience.
Part 1: Outbound Calls (Customer Growth)
- Call Snooplay's existing customers to inform them about:
- New baby & kids categories now live
- 60-minute delivery availability in Delhi NCR
- Current offers / app benefits (as applicable)
- Convert interest into orders through WhatsApp follow-ups
- Maintain calling notes and outcomes (connected/not connected, intent, next follow-up, conversion)
- Share customer feedback and patterns with the team (requests, gaps, objections, common questions)
Part 2: Inbound Calls & WhatsApp (Customer Support + Experience)
- Handle incoming customer queries via calls/WhatsApp, including:
- Product suggestions (age/need/budget-based)
- Order status, delivery ETA, modifications/cancellations
- Issues like delays, wrong items, damages, missing items, etc.
- Coordinate with the logistics partner and warehouse/dark store to resolve issues quickly
- Manage replacements/returns/refunds as per policy and ensure timely closure
- Escalate and track issues with relevant stakeholders until resolved (no loose ends)
- Key Stakeholder Coordination
- Work closely with: dark store/warehouse, logistics partner, customer ops, category team, tech, and marketing
- Ensure updates are communicated clearly to customers with ownership and timelines
Tools + Reporting
- Maintain trackers in Google Sheets/Excel (daily calling, issues log, resolutions, TAT)
- Suggest simple SOPs for repeat issues to make support faster and predictable
Requirements
- Good spoken Hindi + basic English
- Strong communication and customer handling (polite, confident, solution-first)
- Comfortable with calls + WhatsApp follow-ups
- Basic Google Sheets/Excel (trackers, reporting)
- Ownership mindset and fast turnaround
- Preferred: 13 years in e-comm support / D2C ops / inside sales / quick commerce
Why this role is exciting
You'll work at the center of Snooplay's quick commerce expansiondriving customer adoption while ensuring a great experience. High ownership, high learning, and real impact from day one.
How to Apply
Send your resume + a short note on why you're a fit to: [Confidential Information] with the Subject line: Customer Success (Outbound + Inbound) [Your Name]
