Customer Care Executive

About StartWell :

StartWell is building a better way for children to eat at school!

We provide fresh, nutritious meals directly to children's classrooms, giving parents an easier alternative to daily lunchbox preparation. Parents can order meals through the StartWell app for a single day or plan meals in advance.

Our meals are designed for growing children and are prepared fresh every day, with a strong focus on nutrition, hygiene, quality and consistency.

As we continue growing, we're looking for a Customer Service Executive who can become the first point of contact for our parent community and ensure every interaction with StartWell is handled with care.

About the role :

This is a part-time, remote opportunity ideal for someone looking for flexible work alongside personal or family commitments.

You will manage parent conversations across WhatsApp/Interakt and phone calls, taking ownership of customer issues from the first message until they are properly resolved.

We particularly welcome applications from female candidates, including mothers looking for a part-time work opportunity. (Mothers preferred; prior customer service experience is a plus.)

This is not just about answering messages and closing tickets. Every parent should feel that their concern has been understood, taken seriously and handled responsibly.

What will you do?

• Respond to parents on WhatsApp/Interakt and phone calls in a clear, polite and patient manner.
• Handle customer queries, complaints and support requests from start to finish.
• Coordinate with internal teams to get issues resolved.
• Keep parents updated while their concerns are being addressed.
• Follow up on unresolved issues and confirm with parents once they are resolved.
• Escalate serious or sensitive issues appropriately.
• Avoid making commitments or promises unless they can be fulfilled.
• Maintain accurate customer information and follow confidentiality guidelines.
• Follow defined SOPs and maintain consistency in customer communication.

Who are we looking for?

• 1-3 years of experience in customer service, customer support, BPO, CRM, complaint handling or another customer-facing role is preferred.
• Strong written and verbal communication skills.
• Ability to communicate calmly and professionally with unhappy or frustrated parents.
• Good attention to detail and follow-up skills.
• Ability to work independently and stay productive in a remote setup.
• A customer-first mindset and a genuine willingness to help.
• Strong communicators without direct customer service experience are also welcome to apply.

Female candidates will be preferred. Mothers looking for flexible, part-time work are especially encouraged to apply.

Working Hours & Availability :

• Work Mode: Remote
• Role Type: Part-time
• Working Days: Monday to Saturday
• WhatsApp/Interakt Availability: 8:00 AM – 11:00 PM IST
• Phone Call Availability: 8:00 AM – 6:00 PM IST
• Active Workload: Approximately 1-1.5 hours per day on average, with periodic check-ins.
• Response Time: Customer messages should generally receive a response within one hour during the designated availability window.

The role offers a manageable daily workload for someone seeking a part-time remote opportunity. However, the candidate must remain reachable during agreed availability hours and ensure that customer issues are followed through to resolution.

How will success be measured?

Performance will be evaluated based on:

• Response time
• Resolution rate
• Number of unresolved or unnecessarily escalated conversations
• Adherence to StartWell's SOPs
• Reliability and availability
• Quality and consistency of customer communication

What matters at StartWell?

Every parent conversation represents a relationship with someone who has trusted us with their child's meal.

We are looking for someone who treats every conversation as something to solve properly, not just something to close.

If you are patient, dependable, organised and looking for a part-time remote opportunity where you can make a difference to parents and children, we encourage you to apply.

If you are a mother looking for a flexible, part-time work opportunity, then also you are welcome at StartWell! We value your time, experience and the care you bring to everything you do !