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 professional 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
- Strong problem-solving skills and patience with customers
- Ability to work independently during night shifts with minimal supervision
- Willingness to work night shifts only (US shift timing) and rotational weekly offs (non-negotiable requirement)
- Reliable high-speed internet connection and a distraction-free work setup at home
- Basic familiarity with e-commerce/order management systems preferred

Nice to Have

- Experience with Gorgias, Zendesk, or similar customer support platforms
- Familiarity with consumer electronics or gadget accessories
- Prior night-shift/US-shift/work from home experience

Work Conditions

- Work Mode: Remote / WFH (candidates from Mumbai & suburbs preferred)
- Shift Timing: Night shift — US shift timing
- Weekly Off: Rotational, not fixed — will vary week to week based on roster
- Work Days: 5 days a week for 10 months, will be 6 days during peak period

Pay: ₹300,000.00 - ₹500,000.00 per year

Benefits:

- Paid sick time
- Paid time off
- Provident Fund

Work Location: Remote

📌 Customer Support Executive (India)
🏢 ALOGIC Electronics India Private
📍 India