Material Depot is building the ultimate home decor destination- redefining how India shops for interiors like tiles, laminates, wall decor, and more. Our online catalogue allows us to understand design trends in real-time and work directly with manufacturers to launch new collections at speed. Trusted by 10,000+ homes, Material Depot is transforming a Rs 100,000 crore industry, making premium interiors faster, smarter, and more accessible than ever before by bringing the "Pinterest-worthy" vision of every homeowner to life.

As a customer success associate, you will be the primary point of contact for all post-purchase queries. You will manage order cancellations, exchange requests, and post-delivery escalations, ensuring the best possible resolutions to retain our customers. We are looking for proactive, sharp, and detail-oriented individuals to join our order management & escalations team.

You’ll be the key link between our operations, delivery partners, and customers- ensuring every order is smoothly fulfilled and any delivery issues are handled with speed and accountability.

Key Responsibilities

- Order management: Coordinate with delivery partners for live updates and respond to inbound order-related tickets via the CRM.
- Escalation handling: Handle unresolved delivery issues or customer complaints, taking full ownership of high-risk or delayed orders.




- Resolution coordination: Manage refunds, cancellations, and exchanges in coordination with your reporting manager and the sales, procurement, and delivery teams.
- Documentation: Log every conversation and escalate issues per SOP; track and update the escalation sheet daily.
- Feedback & retention: Make post-delivery feedback calls, review client feedback forms, and flag dissatisfied responses for immediate resolution.
- Field support: Conduct site visits where required to assess material issues or resolve disputes.

Location & compensation:
- Location: Bangalore (On-site).
- Employment type: Full-time.
- Compensation (Full time): ₹4.5 LPA (Fixed) + ₹1 LPA (Variable/Incentives).
- Incentives are provided post-probation.

About Company: Material Depot is a Y-Combinator-backed startup transforming how architects and designers discover and purchase interior materials. We're building India's first online discovery engine + omnichannel retail experience for materials like tiles, laminates, wallpapers, wooden flooring, wall panels, and more. We are backed by global investors, including Accel, Whiteboard Capital, and Y Combinator, and are working with 1,000+ top designers. With over $4M+ in annualized revenue, we're one of the fastest-growing startups in this space.

📌 Customer Success Associate in Bangalore (Bengaluru)
🏢 Material Depot
📍 Bengaluru