Jaey is India’s first size-inclusive power-dressing brand - think Raymond, but for women.
We sell through our own website and marketplaces like Myntra, Nykaa Fashion, and Zilo.
As we scale, we’re looking for someone to own customer experience end-to-end - ensuring every interaction with Jaey feels smooth, thoughtful, and premium.
This is a core role for someone who understands that customer success is not support - it’s brand building.
Who You Are
· You communicate clearly and empathetically
· You’re calm under pressure and valuable at handling complaints
· You’re detail-oriented and don’t miss follow-ups
· You’re organised and can manage multiple conversations at once
· You understand tone - and can represent a premium brand well
· You take ownership of problems until they’re fully resolved
What You’ll Own
Customer Communication (All Channels)
· Handling customer queries across WhatsApp, email, and social media DMs
· Responding promptly and maintaining a consistent brand tone
· Managing multiple conversations without dropping context
Order & Query Resolution
· Managing order-related communication - confirmations, delays, shipping updates, returns, and exchanges
· Coordinating with internal teams (operations, logistics, design) for accurate updates
· Ensuring customers are proactively informed, not just reactive
Complaint Resolution
· Resolving complaints efficiently while maintaining a positive customer experience
· Turning negative situations into brand-building moments
· Taking ownership of issues until full closure
Internal Coordination
· Working closely with logistics, operations, and the head designer for query resolution
· Ensuring alignment between what’s promised and what’s delivered
· Following up internally to avoid delays
Tracking & Process Improvement
· Maintaining records of customer interactions and issues
· Identifying recurring problems and flagging them
· Suggestin