Job Title: Customer Support & Operations Executive (D2C)
Location: Hyderabad, Telangana
Employment Type: Full-time
Experience Level: 0–3 years in D2C / E-commerce Support
Language Requirements: Fluent in English (Written & Spoken) & Hindi(Spoken)
About the Role
We are looking for an energetic, proactive, and customer-obsessed Customer Support & Operations Executive to join our growing D2C team. As the primary voice of our brand, you will manage end-to-end customer interactions across chat, email, phone, and social media.
Beyond resolving tickets, you will play a hands-on role in order tracking, logistics coordination, and e-commerce platform management. If you are comfortable working with numbers in Excel, quick to learn new tools, and passionate about delivering excellent customer experiences, we’d love to speak with you!
Key Responsibilities
1. Multi-Channel Customer Support
Chat & Messaging: Manage day-to-day customer inquiries via WhatsApp, live chat, and email with prompt and helpful responses.
Phone Support: Handle inbound calls or place outbound follow-up calls to resolve complex issues, confirm order details, or address delivery concerns.
Social Media Engagement: Monitor and respond to direct messages (DMs) and post comments on Instagram and Facebook in a transparent, brand-aligned voice.
2. E-Commerce & Order Management
Oversee order tracking, cancellations, returns, and replacement requests across our website and marketplace channels.
Coordinate with logistics and courier partners to minimize RTO (Return to Origin) and resolve delivery delays or NDR (Non-Delivery Report) issues.
Assist in monitoring inventory, listings, and order statuses across e-commerce platforms.
3. Data & Reporting
Maintain clean daily trackers in MS Excel / Google Sheets for customer queries, complaints, returns,
and order fulfillment updates.
Identify recurring customer pain points and share insights with the team to improve internal processes and product experience.
4. Platform & Tool Operations
Adapt quickly to learn and operate across our D2C tech stack (Shopify, GoKwik, Shiprocket, Unicommerce, Amazon, etc.).
Utilize automated WhatsApp engagement tools to manage broadcast campaigns, abandoned cart recovery, and customer updates.
Key Requirements
Language & Communication: Exceptional written and verbal communication skills in both English and Hindi. Ability to maintain a polite, empathetic, and professional tone under pressure.
Technical Skills: Hands-on experience with MS Excel / Google Sheets (VLOOKUP, basic formulas, filters, and data organization).
E-Commerce Familiarity: Prior experience or strong willingness to learn tools such as:
Platforms & Marketplaces: Shopify, Amazon Seller Central
Checkout & Engagement: GoKwik Checkout, GoKwik Engage / WhatsApp CRM tools
Logistics & Inventory: Shiprocket, Unicommerce
Problem-Solving Mindset: Resourceful and quick on your feet when dealing with delivery issues or upset customers.
Adaptability: High willingness to learn new software, platforms, and operational workflows as our brand scales.
Preferred Qualifications
Prior experience working with an online retail/D2C brand or e-commerce marketplace.
Basic understanding of D2C metrics (RTO, NDR, delivery SLAs, response time).
What We Offer
Competitive salary based on experience.
Hands-on exposure to scaling an e-commerce brand and mastering D2C tech tools.
A supportive, fast-paced work environment with room for growth.
How to Apply
Interested candidates can send their updated CV to
[email protected] with the subject line Application: Customer Support Executive - [Your Name]
📌 Customer Support & Operations ExecutiveC) (Hyderabad)
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