Customer Relationship Executive

About Hypefly

Hypefly India is an authenticated premium marketplace for sneakers, streetwear, wearables, beauty,

collectibles and luxury bags. 150,000+ customers, 300+ orders shipped every day, same-day delivery in

Mumbai and Delhi. Recently funded and scaling rapidly.

The role

You are the voice of Hypefly to the customer. Every WhatsApp, email and Instagram DM about an order,

a delay, a return or a doubt comes to you — and you resolve it quick, clearly and in a way that makes

people come back.

What you'll do
Handle customer queries across WhatsApp, email and Instagram — orders, delivery status, returns,

exchanges, refunds, product questions
Follow up on NDRs and failed deliveries with the customer and the shipping team
Coordinate with operations and purchasing to get customers answers — you own the ticket until it's

closed
Handle escalations and complaints calmly; know when to solve and when to raise




Maintain response-time and customer-satisfaction standards
Keep the CRM and order notes updated so anyone can pick up a case
Spot repeat problems and flag them to the team

What we need
1–3 years in customer service, ideally at an e-commerce or D2C brand
Excellent written English — clear, warm, no errors. Hindi essential
Rapid on a laptop — multiple tools and tabs open, switching between order systems, courier

dashboards, WhatsApp and email without slowing down
Quick learner picks up our processes end to end within the first month
Calm under pressure; can handle an angry customer without getting defensive
Interest in sneakers, streetwear and beauty you'll be asked about products, sizing and drops
Graduation not mandatory if experience is robust

Pay: ₹300,000.00 - ₹500,000.00 per year

Work Location: In person

📌 Customer Relationship Executive Mumbai
🏢 Sutra Services
📍 Mumbai