Sadhna.co is looking for a Senior Customer Support Executive to lead customer interactions across WhatsApp, Email and Call support.
We're a fast-growing D2C spiritual wellness brand, and we need someone who can communicate clearly, solve customer issues with empathy, and manage support operations end-to-end.
This role requires someone who understands D2C support, delivery issues, RTO handling, and customer experience at scale.
Responsibilities- Manage customer queries across WhatsApp, Email and Calls with clarity and empathy
- Handle pre-sales queries, order updates, replacements, refunds and escalations
- Operate inside Shopify, Shiprocket dashboards, and Support channels.
- Coordinate with the warehouse team for dispatch, returns, exchanges and damaged deliveries
- Track daily support metrics, RTO cases, delivery delays and customer satisfaction
- Maintain structured SOPs and ensure timely resolutions within SLA
- Prepare daily reports of tickets, issues, repeat complaints and resolutions
- Assist in improving customer experience across touchpoints
- Create templated responses and maintain tone consistency for the Sadhna brand
Requirements- 2–5 years of customer support experience in a D2C brand or similar environment
- Strong written and verbal communication skills
- Comfortable handling 50–150 queries per day
- Hands-on experience with Shopify, Shiprocket, Interakt/Wati, or similar tools
- Ability to remain calm under pressure, especially during sales and festival periods
- Strong follow-up habits and attention to detail
- Problem-solving mindset and ownership-driven personality
- Comfortable working in a fast-paced, high-volume environment
What We're Looking For- Someone who genuinely enjoys helping people
- Someone who can manage both empathy and efficiency
- Someone who can independently troubleshoot order issues
- Someone who understands D2C operations, COD, RTO and logistics workflows
- Someone who is reliable, disciplined and consistent in communication
Work Details- Location: On-site / Ghaziabad
- Timing: Full-time, 6 days a week
- Compensation: Competitive and based on experience
- Joining: Immediate preferred
