In this role you ll be the bridge between our customers and our brand From helping parents choose the right product to ensuring smooth order journeys and resolving queries with empathy you ll own the end-to-end customer support experience You ll also support backend operations like managing checkouts order recoveries and communications across platforms Responsibilities Customer Support Handle inbound outbound calls WhatsApp chats and emails for queries delays setup help or returns Monitor complaint trackers and ensure service SLAs are met Guide parents with pre-purchase decisions helping them pick the right product combo understanding their needs Order Checkout Journey Management Manage GoKwik abandoned checkout reports Track ATC Add to Cart and initiate recoveries via Bik WhatsApp email Create update Shopify draft orders and discount codes as required Communication Helpdesk Build schedule and send WhatsApp email broadcasts for sales updates or onboarding Update customer journey templates Bik flows returns delivery notifications post-purchase guidance Monitor team responses on the Bik Helpdesk dashboard to ensure timely resolution Operational Support Coordinate with Bluedart for delay communications Maintain Razorpay GoKwik payment links for manual orders Keep support phone numbers updated across website packaging and manuals What We re Looking For 1-3 years of experience in customer success DTC eCommerce or support operations Strong written and verbal communication English Hindi Hands-on experience with Shopify GoKwik Razorpay WhatsApp tools Bik Interakt Wati High empathy for parents and ability to simplify support with warmth Bonus Experience with a parenting kids-focused or design-first brand Job Type Full time Pay 35 000 00 - 40 000 00 per month Work Location In person