What Are You Entering
Into Knya is one of India's fastest-growing healthcare apparel brands and we're just getting started. When you join us, you're not filling a seat. You're stepping into a company that is actively being built, where the work you do today shapes what Knya looks like tomorrow. We're a team of driven people who care deeply about what we're building, move with purpose, and back each other to grow. If you're looking for a place where your contribution is visible, your growth is real, and your work actually matters to the people who wear what we make, this is it.
Role Overview
Our customers are doctors, nurses and students who work long shifts and expect their brand to show up for them. You will be the voice they hear across DMs, comments, WhatsApp, email and calls, and the person who closes the loop when something goes wrong. This role sits at the sharp end of customer experience. You will handle everyday queries with speed and warmth, take ownership of escalations that reach the founders, and bring what you hear back to the team so we fix the root cause, not just the ticket.
Key Responsibilities
• Own day to day customer conversations across Instagram DMs and comments, WhatsApp, email, chat and calls, with quick first response and clean closure.
• Resolve queries end to end on orders, sizing, delivery, returns, exchanges and refunds by coordinating with warehouse, logistics partners and finance.
• Handle founder and leadership escalations with urgency and care. Investigate what actually happened, respond to the customer, and share a clear closure note with the internal team.
• Manage public brand comments and reviews on social media in Knya's tone. Know what to answer in public and what to move to DM.
• Track every ticket in the helpdesk so nothing is lost, with accurate tagging, status and follow-ups.
• Spot repeat complaints early and flag patterns on product, packaging, courier or website to the relevant team with real examples.
• Turn recurring
📌 Customer Support (Mumbai)
🏢 Knya
📍 Mumbai