Customer Support and Retention Executive

Customer Support & Retention Executive

Location: Remote

Type: Part-time / Freelance

Brand: Parman

Experience: 1–3 years preferred

Apply: [Confidential Information]

Parman is a 35+ year legacy sterling silver jewellery brand being reimagined for today. We create 925 silver jewellery for men and women across everyday essentials, statement pieces, piercings and collections built around self-expression.

We're looking for a committed Customer Support & Retention Executive to manage customer conversations, answer product queries, coordinate order issues, handle returns/exchanges, and take charge of WhatsApp flows, broadcasts and retention execution.

What you'll own:

• Customer chats across WhatsApp, Instagram, email and other support channels
• Product, sizing, pricing, delivery, care, warranty, return and exchange queries
• Customer issue resolution and order follow-ups
• Coordination with inventory, dispatch and operations teams
• Return and exchange tracking
• Customer feedback collection and recurring issue reporting
• WhatsApp flows, automations and broadcasts
• Retention campaigns for abandoned carts, post-purchase journeys, winbacks and repeat purchases

Who we're looking for:

• 1–3 years of experience in D2C customer support, CRM, ecommerce support or retention
• Strong written communication skills
• Comfortable speaking to customers daily on chat and WhatsApp
• Organised with follow-ups, trackers and issue resolution
• Experience with Shopify is preferred
• Experience with WhatsApp automation tools is preferred
• KwikEngage, WATI, Interakt or AiSensy experience is a strong plus
• Jewellery, fashion, beauty or lifestyle brand experience is a plus

This is a remote, hands-on role for someone reliable, responsive and ownership-driven. We're looking for someone who can work independently, stay consistent, and become the first point of contact for customer experience at Parman.

To apply, send your profile to [HIDDEN TEXT] with a short note on your experience in customer support, WhatsApp communication, Shopify, returns/exchanges and retention campaigns.