Customer Care Manager for Multiple D2C E-Commerce Beauty Brands

Location: Remote
Experience: 1–3 years
Type: Full time

About the role

We're a growing e-commerce business looking for a Customer Care Manager to be the voice of our brand to every customer. You'll handle customer emails and queries end-to-end - resolving issues, processing refunds and exchanges, tracking orders, and making sure every interaction leaves the customer happy. This is a hands-on role for someone who's empathetic, fast, and comfortable working across Shopify and our support tools.

What you'll do
- Reply to customer emails and queries promptly, clearly, and in the brand's tone of voice.
- Process refunds and cancellations accurately, keeping turnaround times low and customers informed.
- Arrange product exchanges and replacements, coordinating with the operations and warehouse teams.
- Track orders on behalf of customers and proactively update them on delivery status, delays, or exceptions.
- Edit and update order details (address changes, item swaps, contact info) on our dashboard as needed.




- Resolve a range of customer queries - product questions, delivery issues, payment concerns, and escalate when needed.
- Handle complaints and negative feedback with patience, turning unhappy customers into loyal ones.
- Track common issues and share feedback with the team to improve products, processes, and policies.

What we're looking for
- 1–3 years of experience in customer support, customer success, or customer experience - ideally in ecommerce / D2C.
- Excellent written communication skills in English is a must.
- Hands-on experience with support email tools like Gmail.
- Empathetic, patient, and calm. You genuinely enjoy helping people.
- Highly organized and able to manage a high volume of queries without dropping the ball.
- A problem-solver who takes ownership of issues until they're fully resolved.

Nice to have
- Experience in beauty, cosmetics, or personal care D2C.
- Familiarity with r

📌 Customer Care Executive (Mumbai)
🏢 Elite E Commerce
📍 Mumbai