Job Description
Customer Experience Agent — Healix Scrubs
nLocation: South Delhi | Type: Full-time, shift-based | CTC: ₹3.5–5 LPA + night-shift allowance
nOpenings: 2 — one US shift (6:30 PM–3:30 AM IST), one UK/GCC shift (1:30 PM–10:30 PM IST)
n## About Healix Scrubs
nHealix Scrubs (healixscrubs.com) is a premium medical apparel brand built for nurses, doctors, and healthcare professionals. We design performance scrubs on our proprietary AeroluxeTM fabric and sell them direct-to-consumer in the US, UK, Canada, and the GCC through Shopify Plus and TikTok Shop, fulfilled from our California warehouse.
nThe brand is operated by AA Brands Inc. (US) with our team based in South Delhi. One year in and scaling fast, we're now hiring our first full team. Everyone who joins owns their function end to end.
n## What You'll Do
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- Own tickets on Gorgias across email, live chat, and Instagram/TikTok/Facebook DMsn
- Handle escalations from our AI support agent — you take the conversations that need human judgmentn
- Order support in Shopify: edits, address changes, cancellations,



tracking updatesn
- Returns and exchanges end-to-end: initiate, track pickups, process refunds per policyn
- Resolve delivery issues (lost/delayed/damaged) with our US warehouse and carriersn
- Flag recurring product, sizing, or quality issues to the ops teamn
- Maintain macros and help-center articles as policies evolven

n## Targets You'll Own
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- First response time under 2 hoursn
- Resolution within 24 hoursn
- CSAT ≥ 4.7/5n

n## What We Need
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- 1–3 years in customer support, ecommerce/D2C preferredn
- Excellent written and vocal English — explicit, warm, concise (US/UK customer base)n
- Commitment to a fixed shift (mention your preferred slot when applying)n
- Familiarity with Gorgias, Zendesk, or Freshdesk; Shopify experience a plusn
- Calm under promo-day volume; genuinely likes solving customer problemsn

n## Bonus Points
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- Super bonus: daily hands

📌 Customer Experience Agent (New Delhi)
🏢 Healix Scrubs
📍 New Delhi