Customer Support Executive Crossbeats

About Crossbeats

Crossbeats is a leading D2C brand, committed to delivering premium products and exceptional customer experiences. We are looking for a Customer Support Executive to join our growing team and be the voice of our customers.

Role Overview The Customer Support Executive will manage the entire buyer journey post-purchase. From resolving queries to handling reviews, you will play a critical role in turning customer concerns into loyalty and repeat business.

Key Responsibilities

- Inbox Management: Respond promptly to customer queries via live chat, email, and social media.
- Order & Delivery Tracking: Monitor shipments, coordinate with logistics partners, and resolve delivery delays.
- Returns & Refunds: Assist customers with return, replacement, and refund policies.
- Review Monitoring: Track and respond to product reviews across platforms.
- Public Replies: Draft polite, helpful responses to public comments and complaints.
- Escalating Bad Feedback:



Flag critical reviews to management and product teams for resolution.

• Leveraging Positive Feedback: Encourage happy customers to share reviews and user-generated content.

Qualifications
- Bachelors degree or equivalent experience.
- Prior experience in customer support or CX roles preferred.
- Strong communication skills (written and verbal).
- Familiarity with CX platforms such as Zendesk, Freshdesk and Shopify.

• Ability to work in a fast-paced D2C environment.

Essential Skills
- Product Knowledge: Ability to understand and explain Crossbeats products.
- Empathy: Calm, patient tone to de-escalate frustrated customers.

• Tech Skills: Comfort with modern customer support tools and platforms.

What We Offer
- Competitive salary and benefits.
- Opportunity to grow with a fast-scaling D2C brand.

• Cooperative work culture with a focus on customer excellence.

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