About the Role

We are looking for a Customer Support Executive who is highly customer-focused, articulate and comfortable working in a fast-paced e-commerce environment.

The person will be responsible for handling customer queries across channels, resolving order-related issues, coordinating with internal teams and logistics partners, and ensuring customers receive timely and professional support.

The ideal candidate should have excellent verbal and written communication skills , strong problem-solving ability and prior experience in e-commerce, retail, D2C or consumer brands .

Key Responsibilities

- Handle customer queries through WhatsApp, email, calls and other customer support channels
- Respond to customers regarding orders, deliveries, shipping status, returns, exchanges, cancellations and refunds
- Assist customers with product-related queries , including sizing, availability, product details and authenticity-related questions
- Track orders and coordinate with warehouse, operations and logistics/courier teams for timely resolution
- Handle customer complaints professionally and work towards effective resolution
- Maintain accurate records of customer interactions, complaints and resolutions
- Follow up proactively on delayed, pending or escalated orders
- Coordinate internally to resolve payment, delivery, inventory and fulfilment-related issues
- Ensure customers receive clear, accurate and timely communication
- Identify recurring customer issues and highlight them to the relevant teams




- Maintain a high standard of customer experience and brand communication
- Support the team in managing high-volume customer interactions during sales and promotional periods
- Follow company policies related to returns, refunds, shipping and customer resolution

Ideal Candidate
- 1–4 years of experience in Customer Support, Customer Experience, E-commerce Operations, Retail or D2C
- Prior experience with an e-commerce or consumer-facing brand is preferred
- Excellent spoken and written English
- Strong communication and interpersonal skills
- Comfortable handling customers over phone, WhatsApp and email
- Good listening and problem-solving skills
- Patient and calm while handling difficult or dissatisfied customers
- Robust ownership and follow-up skills
- Good working knowledge of MS Excel / Google Sheets
- Comfortable working with CRM, ticketing or e-commerce order-management systems
- Able to multitask and manage multiple customer issues simultaneously
- Strong attention to detail
- Should be comfortable working in a fast-paced, high-growth e-commerce environment

Preferred Background Candidates from the following backgrounds can be considered:

E-commerce / D2C / Retail / Fashion / Footwear / Sneakers / Lifestyle / Consumer Brands / Electronics / Beauty & Personal Care / Luxury Retail / Marketplace / Quick Commerce

Experience with brands where customers frequently enquire about orders, delivery, returns, refunds, product specifications and product availability would be particularly relevant.

📌 Customer Support Specialist (Mumbai)
🏢 GoodSpace AI
📍 Mumbai