Customer Support Executive – D2C & E-commerceCompany: Kidology

Location: Gurugram

Experience: 1–3 Years

Employment Type: Full-time

About KidologyKidology is an Indian Early STEAM and educational toy brand focused on making childhood more purposeful through screen-free, hands-on play. Founded in 2022, Kidology creates products that encourage curiosity, creativity, problem-solving, logical thinking, fine motor skills, and independent learning.

The brand offers a wide range of products including STEAM toys, Montessori-inspired toys, sensory toys, puzzles, activity books, arts & crafts, magnetic building sets, and developmental toys. Kidology serves customers through its D2C website, leading e-commerce marketplaces, quick-commerce platforms, and retail channels.

We are looking for a Customer Support Executive who can become an important part of our customer experience team and ensure that every customer interaction reflects the quality and care associated with the Kidology brand.

Key Responsibilities

- Handle customer queries through calls, WhatsApp, email, and other customer support channels.
- Resolve queries related to orders, deliveries, cancellations, returns, refunds, replacements, and product information.
- Handle customer complaints professionally and ensure timely resolution.
- Manage customer support queries for the D2C website and e-commerce marketplaces.
- Coordinate with warehouse, logistics, marketplace, and internal teams to resolve customer issues.
- Track and follow up on pending tickets, delayed orders, returns, refunds, and replacements.
- Maintain accurate records of customer interactions and complaints.




- Ensure adherence to defined SLA, response time, and resolution time.
- Identify recurring customer issues and share feedback with relevant teams to improve the customer experience.
- Assist customers in selecting suitable products based on age, requirements, and product features.
- Maintain a positive, empathetic, and professional approach while interacting with customers.

Requirements
- 1–3 years of experience in Customer Support, preferably in D2C, E-commerce, Retail, FMCG, or Consumer Brands.
- Strong verbal and written communication skills.
- Hands-on experience handling orders, returns, refunds, replacements, and customer complaints.
- Basic knowledge of Excel/Google Sheets.
- Experience with customer support or ticketing tools will be an added advantage.
- Strong coordination, follow-up, and problem-solving skills.
- Ability to manage multiple customer queries and priorities simultaneously.
- Customer-first mindset with patience and professionalism.

Preferred CandidatesCandidates with experience in D2C brands, E-commerce, FMCG, Retail, Toys, Kids & Baby Products, Beauty, Consumer Electronics, or other consumer-facing businesses will be preferred. Why Join Kidology?

- Work with a growing D2C and Early STEAM brand.
- Exposure to e-commerce, marketplaces, quick commerce, and D2C operations.
- Opportunity to work closely with multiple business and operations teams.
- Learning and growth opportunities in the fast-growing consumer brand ecosystem.
- Performance-driven growth opportunities.

Interested candidates can share their updated resume at [email protected]

📌 Customer Support Executive-C (Gurugram)
🏢 Kidology
📍 Gurugram