Customer Support Executive

MeMeraki.com is India's largest culture-tech platform for traditional arts and crafts, working with 500+ master artisans across 300+ art forms to take Indian heritage to global audiences. The platform works at the intersection of technology, cultural storytelling, and commerce to create sustainable livelihoods for artisans while enabling authentic access to handcrafted art worldwide. MeMeraki operates a full-stack ecosystem spanning research and documentation, digital masterclasses, e-commerce, and large-scale cultural installations. Over the past five years, it has paid out 7+ crore directly to artisans and partnered with leading institutions including the Ministry of Culture, Google, Adobe, and GMR Hyderabad Airport. MeMeraki received multiple national and global recognitions, including the National Startup Award 2025 (Creative Industry Disruption), Pupul Jayakar Award for Craft Entrepreneurship (2025), Digital Women Awards Impact Category (2025), Excellence in Creative Tech at the CGVI Awards (2025), and the Sankalp Global Impact Innovation Award (2021). MeMeraki continues to scale with a mission to preserve, document, and globally showcase India's living craft traditions while building long-term, ethical value for artisan communities.

About the Role: We're looking for a Customer Support Executive to be the first point of contact for MeMeraki's customers and patrons. This role is ideal for someone who enjoys problem-solving, communicating with customers, and ensuring a smooth end-to-end experience especially in a handcrafted, made-to-order business.You'll work closely with our operations, artist coordination, and logistics teams to ensure customer queries are resolved thoughtfully and efficiently.

To Apply: Please send your CV with a short cover letter outlining why you will be a good fit for this role to [Confidential Information] [Subject line: Customer Support Executive_Your name] by 11th Feb, please also mention 3 main strategies you think are applicable to ensure highest NPS scores for our customers (applicants who do not send this will not be considered. Due to the volume of applications we receive, we will not be able to send individual communication to all applicants and will only be informing shortlisted candidates for the next round).

Salary: Rs. 25K- 30K INR per month

Location: In Office in Gurgaon (5 days a week and remote working on Saturday)

Key Responsibilities

• Handle customer queries via email, WhatsApp, Instagram, phone calls and any other channels
• Provide order updates related to artwork timelines, dispatch, and delivery
• Coordinate with internal teams (operations, artist relations, logistics) to resolve issues
• Manage concerns around delays, damages, replacements, and refunds with empathy
• Maintain accurate records of customer interactions and resolutions
• Support customers with product details, customization queries, and post-purchase care
• Flag recurring issues or feedback to the team to help improve processes
• Ensure every customer interaction reflects MeMeraki's brand values and tone

Requirements

• Strong written and verbal communication skills
• Prior experience in customer support, e-commerce, D2C, or service roles preferred
• Comfortable working with Shopify, WhatsApp Business, email tools, and spreadsheets
• Ability to handle customer concerns calmly and professionally
• Detail-oriented, organised, and proactive
• Willingness to work from office in Gurgaon on a daily basis

What We're Looking For

• Someone who genuinely enjoys helping people
• A calm problem-solver who can manage multiple conversations at once
• Interest in art, craft, design, or culture is a big plus
• A team player who takes ownership of customer experience, 1 year of experience is a plus

Why join MeMeraki

• Opportunity to work with one of India's leading culture-tech platforms at the intersection of design, culture, and technology
• Exposure to handcrafted, made-to-order products and artisan-led processes
• A fast-growing startup environment with room to learn and grow
• Work closely with cross-functional teams and founders