Swish is building the next generation of food delivery by owning the entire value chain — from menu design and pricing to kitchen operations and customer experience. Unlike marketplaces, we operate our own kitchens, which means every order is a direct reflection of our own quality, speed, and service — and when something goes wrong, we're the ones who own the fix.

About the Role

As a Customer Support Executive, you'll be the first and most significant human touchpoint for customers when their order doesn't go as expected. Because we own the entire experience — kitchen to doorstep — your resolutions directly protect customer trust, repeat purchase, and the brand's reputation for reliability.

What You'll Own

Resolution Quality & Speed: Own first-response time, resolution time, and CSAT for every customer interaction — chat, call, or in-app ticket.

Customer Trust: Protect repeat purchase and retention by turning a bad order experience into a resolved, trust-preserving one.

Cost-Conscious Resolution: Balance fair,



generous customer resolutions against unnecessary refund/compensation leakage that affects category margins.

Signal Escalation: Identify and flag recurring or systemic issues (a specific dish, kitchen, or delivery zone causing repeat complaints) to the right team — Kitchen Ops, Category, or Delivery Ops — before they become bigger problems.

What You'll Do

Handle live customer queries and complaints across chat, call, and app — missing items, wrong orders, late delivery, food quality issues, and more.
Make fast, fair decisions on refunds, replacements, or compensation within defined discretion limits.
Recognize and prioritize health/safety-sensitive complaints (foreign objects, illness, allergen issues) and escalate them through the correct protocol immediately.
Track and flag patterns — e.g., repeated complaints about a specific dish or kitchen — to Category Managers and Kitchen Ops.
Coordinate in real time with delivery partners/riders to resolve "wher

📌 Customer Support Executive (Bengaluru)
🏢 Swish
📍 Bengaluru