Customer Support Executive

About the Role

We're a fast-growing D2C e-commerce brand with US customers. We're looking for a Customer Support Executive to handle live customer queries during US business hours. You'll be the voice of the brand — picking up calls, responding to chats and emails, and recovering abandoned carts.

This is a night shift role (6 PM – 3 AM IST) because our customers are in the US and are most active during this window.

What You'll Do

• Handle inbound customer calls on our US toll-free line and resolve queries professionally
• Respond to customer emails and chat messages in real time
• Resolve issues related to orders, delivery delays, refunds, replacements, and product questions
• Make outbound calls to recover abandoned carts and convert them into orders
• Manage support tickets end-to-end using our ticketing tool
• Track shipments and coordinate with logistics/courier partners on delivery issues, NDRs, and RTOs
• Process returns and refunds as per company policy
• Escalate complex issues to the operations team with proper documentation
• Maintain daily logs of tickets, calls handled, resolution status, and pending issues
• Identify recurring customer complaints and flag them to improve operations

What We're Looking For

• 1–2 years of experience in customer support (e-commerce/D2C preferred)
• Good English communication — spoken and written (you'll be speaking with US customers)
• Comfortable handling customer calls, not just chat/email
• Patient, empathetic, and solution-oriented attitude
• Basic understanding of e-commerce order flow — orders, shipping, returns, refunds
• Comfortable with Excel / Google Sheets for basic tracking
• Ability to multitask and manage multiple queries at the same time
• Willingness to work night shift (6 PM – 3 AM IST)

Good to Have

• Experience with any support/ticketing tool (Richpanel, Zendesk, Freshdesk, Gorgias)
• Familiarity with Shopify
• Prior experience handling international (US/UK) customers
• Experience with phone support tools like Aircall or similar

What You Get

• Competitive salary + performance-based incentives
• Direct exposure to international D2C brand operations
• Fast-paced learning environment with real ownership
• Growth opportunities as the team scales