Swish is building the next generation of food delivery by owning the entire value chain — from menu design and pricing to kitchen operations and customer experience. Unlike marketplaces, we operate our own kitchens, which means every order is a direct reflection of our own quality, speed, and service — and when something goes wrong, we're the ones who own the fix.

About the Role

As a Customer Support Executive, you'll be the first and most important human touchpoint for customers when their order doesn't go as expected. Because we own the entire experience — kitchen to doorstep — your resolutions directly protect customer trust, repeat purchase, and the brand's reputation for reliability.

What You'll Own

Resolution Quality & Speed : Own first-response time, resolution time, and CSAT for every customer interaction — chat, call, or in-app ticket.

Customer Trust : Protect repeat purchase and retention by turning a bad order experience into a resolved, trust-preserving one.

Cost-Conscious Resolution : Balance fair, generous customer resolutions against unnecessary refund/compensation leakage that affects category margins.

Signal Escalation : Identify and flag recurring or systemic issues (a specific dish, kitchen, or delivery zone causing repeat complaints) to the right team — Kitchen Ops, Category, or Delivery Ops — before they become bigger problems.

What You'll Do

- Handle live customer queries and complaints across chat, call, and app — missing items, wrong orders, late delivery, food quality issues, and more.
- Make fast, fair decisions on refunds, replacements,



or compensation within defined discretion limits.
- Recognize and prioritize health/safety-sensitive complaints (foreign objects, illness, allergen issues) and escalate them through the correct protocol immediately.
- Track and flag patterns — e.g., repeated complaints about a specific dish or kitchen — to Category Managers and Kitchen Ops.
- Coordinate in real time with delivery partners/riders to resolve "where's my order" and delay-related issues.
- Maintain accurate documentation of every interaction for quality tracking and audits.
- Continuously look for ways to reduce repeat complaints through better issue categorization and feedback loops.

What We're Looking For

- 2+ years of experience in customer support, preferably in food delivery, e-commerce, or a fast-paced consumer service environment.
- Robust communication skills with the ability to stay calm, empathetic, and solution-oriented even with frustrated customers.
- Comfortable making quick judgment calls — knowing when a refund resolves it, and when it signals a bigger issue worth escalating.
- Basic awareness of food safety and quality issues, and the seriousness with which they must be handled.
- Ability to work in shifts, including evenings/weekends, given food delivery's real-time nature.
- Comfortable using support tools, CRM systems, and AI-assisted response tools to work efficiently.

Note:

- Week offs rotate will be on weekdays
- This is a rotational shift role; you’ll be assigned morning, afternoon, evening, or night shifts based on business demand.

📌 Customer Support Executive (Bengaluru)
🏢 Swish
📍 Bengaluru