Location: Remote (Work From Home) — candidates from Mumbai and surrounding suburbs preferred
Department: Customer Support
Reports To: Customer Support Lead
About Journey Official
Journey Official is a premium everyday-carry and consumer electronics brand (MagSafe wallets, key organizers, charging accessories) with a growing customer base across multiple regions. We're looking for a dedicated Customer Support Executive to join our team.
Role Overview
We're hiring a Customer Support Executive to handle customer queries, order issues, and post-sale support. This is a fully remote (WFH), night-shift role (US shift timing). Weekly offs will be on a rotational basis (not fixed days) based on team scheduling needs — candidates should be comfortable with this arrangement. Preference will be given to candidates based in Mumbai and nearby suburbs for occasional in-person coordination/training if required.
Key Responsibilities
- Respond to customer queries via email, chat, and helpdesk tickets (Gorgias) in a timely, professional manner
- Handle order status, shipping, returns, exchanges,
and warranty queries
- Troubleshoot basic product and technical issues related to electronics accessories (MagSafe trackers, charging devices, etc.)
- Escalate complex issues to the relevant internal team (logistics, tech, finance) with clear documentation
- Maintain accurate records of customer interactions and resolutions in the helpdesk system
- Meet response-time and resolution-quality targets (SLAs)
- Identify recurring issues and flag patterns to the support lead for process improvement
- Coordinate with logistics/fulfillment teams to resolve order-related discrepancies
Requirements
- Excellent qualified English communication — spoken and written
- Tech-inclined mindset — comfortable learning tools like Shopify, Gorgias (or similar helpdesk software), and basic troubleshooting for electronic accessories
- Prior experience in customer support/BPO (voice or non-voice) is a plus
- St
📌 Customer Support Executive (Mumbai)
🏢 ALOGIC
📍 Mumbai