Company s summary The company is a Mumbai-based fashion jewelry brand known for trendy Bollywood-inspired designs offered through an online store and subscription boxes With a focus on affordability style and quality the company has built a loyal customer base across India Role Overview We are seeking a Senior Customer Support Executive to lead and manage customer interactions ensure smooth resolution of escalations and support the customer service team in delivering excellent experiences This role requires strong communication leadership and problem-solving skills Key Responsibilities Handle complex customer queries escalations and VIP clients with professionalism Guide and mentor junior customer support executives to improve service quality Monitor team performance and ensure timely resolution of queries across email phone WhatsApp and social media Coordinate with logistics partners and internal departments to resolve delivery and order issues efficiently Prepare weekly monthly reports on customer issues trends and satisfaction levels Maintain SOPs Standard Operating Procedures for handling queries and ensure compliance Provide feedback to management on recurring customer concerns and suggest improvements Support subscription customers renewals cancellations and personalized requests Requirements Graduate in any discipline preferred Business Commerce or related field 2-4 years of experience in customer support preferably in e-commerce or fashion Strong communication skills in English and Hindi Marathi proficiency is a plus Experience in handling escalations and mentoring a small team Proficiency in MS Office CRM tools and online support platforms Problem-solving mindset with the ability to work under pressure Salary Benefits Market-competitive salary based on experience Opportunity to work closely with management in a fast-growing brand Career growth opportunities within customer service and operations Job Type Full-time Pay 40 000 00 - 50 000 00 per month Benefits Flexible schedule Experience Customer support 4 years Required Work Location In person