About the RoleWe are looking for a street-smart, proactive, and excellent communicator to join our Customer Support team and manage customer interactions for both Capes India and Mesmerize India.

This is a rapid-paced, hands-on role that requires someone who can confidently handle a high volume of customer calls, WhatsApp conversations, emails, and support tickets while ensuring quick and effective resolutions.

The ideal candidate should be a natural problem-solver who can think on their feet, take ownership of customer issues, and coordinate efficiently with internal teams.

Key Responsibilities1. Customer Support & Communication

- Handle a high volume of inbound and outbound customer calls, WhatsApp messages, emails, and chat tickets for both brands.
- Address customer queries related to orders, deliveries, product information, payments, returns, exchanges, refunds, and complaints.
- Manage both domestic and international customer support tickets with clear, professional communication.
- Provide timely resolutions while maintaining customer satisfaction and response quality.
- Occasionally assist walk-in customers and handle their queries or concerns in person.
- Manage escalations and difficult customer conversations calmly, confidently, and professionally.

2. Ticket Management & AI Tools

- Use Sagepilot AI, our AI-powered customer support tool, to manage, track, and resolve customer tickets efficiently.
- Monitor ticket queues, prioritise urgent cases, and ensure minimal response and resolution delays.
- Identify issues requiring manual intervention and take ownership until closure.
- Maintain accurate ticket statuses, customer records, and follow-up details.
- Manage high ticket volumes without compromising communication quality or accuracy.

3.



Order Management & Dispatch Coordination

- Work with Shopify, EasyEcom, and other internal systems to check order details, fulfilment status, shipping updates, and customer information.
- Coordinate frequently with dispatch, warehouse, and logistics teams to resolve order-related concerns.
- Follow up on delayed shipments, failed deliveries, returns, exchanges, and reverse pickups.
- Ensure customers receive accurate and timely updates regarding their orders.
- Proactively identify fulfilment issues and coordinate with the relevant teams to resolve them.

4. Customer Experience & Internal Coordination

- Take complete ownership of customer concerns rather than simply forwarding issues to other departments.
- Work closely with the Customer Support Team Lead and Co-Founder on escalations, recurring issues, and process improvements.
- Identify common customer complaints and suggest practical ways to reduce repeat tickets.
- Maintain a positive customer experience across both brands, even during high-volume periods.

What We're Looking For

- Excellent verbal and written communication skills in English and Hindi. Strong English proficiency is essential for international customer interactions.
- Street-smart, resourceful, and solution-oriented, with the ability to think quickly and handle unexpected situations.




- Comfortable managing high volumes of calls and support tickets daily.
- Confident in handling difficult customers, complaints, and escalations.
- Strong multitasking, time-management, and follow-up skills.
- Basic working knowledge of Shopify, EasyEcom/Easycom, CRM systems, or customer support ticketing tools.
- Comfortable using AI-powered tools and adapting to new software.
- Good coordination skills and the ability to work closely with dispatch and operations teams.
- High sense of accountability, attention to detail, and ownership.
- Prior experience in D2C, e-commerce, retail, or customer support is preferred.

What Will Make You Stand Out

- Experience handling customer support for multiple brands or high-volume e-commerce operations.
- Familiarity with AI-based customer support platforms and automated ticketing systems.
- Ability to independently resolve issues without requiring constant supervision.
- Strong understanding of e-commerce order lifecycles, shipping, returns, and exchanges.
- A practical, customer-first mindset with the ability to balance customer satisfaction and company policies.

Who Would Be a Good Fit?Someone who is quick on their feet, sharp in communication, persistent with follow-ups, and genuinely enjoys solving problems. We are not looking for someone who simply responds to tickets. We want someone who takes ownership, follows through with internal teams, and ensures customers receive the right resolution.

Work Details

- Location: Goregaon East, Mumbai
- Work Mode: Full-Time, Work From Office
- Working Schedule: 6 days a week, with the last Saturday of every month off
- Brands: Capes India & Mesmerize India
- Reporting: Co-Founder & Customer Support Team Lead

📌 Customer Support Executive (E-commerce Blended Process) (Mumbai)
🏢 Mesmerize
📍 Mumbai