About Hypefly India

Hypefly India is one of India's largest authenticated marketplaces for premium sneakers, streetwear, beauty, watches and collectibles. 7 years old, profitable, recently funded, and scaling fast 65,000+ customers across 1,000+ cities, trusted by some of the biggest names in the country.

About the role

You'll be the voice of Hypefly to our customers — handling queries, orders and escalations across WhatsApp and email. This is a systems-heavy role: you'll work across multiple internal tools (order management, tracking dashboards, sheets) at speed, and solving a customer's issue usually means navigating these systems quickly to find the answer. You'll report to our Head of Customer Relations and work from our Juhu office.

Key Responsibilities
Handle customer queries end-to-end on WhatsApp and email — orders, delivery timelines, product questions
Navigate internal systems and dashboards quickly to trace orders, check statuses, and resolve issues independently
Own escalations and resolve them fast, with judgement and empathy
Coordinate NDR follow-ups with the operations team to ensure deliveries complete
Manage returns, exchanges and refund requests as per policy




Keep customer records and order notes updated accurately across systems
Learn our internal processes deeply — the faster you understand how things work end-to-end, the faster you solve

What we're looking for
1–4 years in customer service, preferably at an e-commerce or D2C company
Quick and confident on a laptop — comfortable working across multiple tools, tabs and dashboards at once; you pick up current systems quickly
A quick learner who understands processes end-to-end, not just scripts — you connect the dots to solve issues yourself
Excellent written English — most of our support is on chat and email
Calm under pressure; organised enough to juggle multiple conversations without dropping threads
Working knowledge of Hindi
Interest in sneakers, fashion, or beauty is a big plus

Why join us
Above-market compensation, discussed openly on the first call
Work directly with a lean, quick-moving team — no bureaucracy
Employee of the Month bonus

Working days: Monday to Saturday | Timing: 10:30 AM – 8:30 PM

📌 Customer Relationship Manager Mumbai
🏢 Hypefly India Products
📍 Mumbai