Customer Support Associate – Customer Experience

Company: BathStory (Homease Technologies Pvt Ltd)

Location: Koramangala, Bangalore | Work from Office

Experience: 3–5 years

Salary: 35,000–50,000 per month (4.2–6 LPA gross)

About BathStory

BathStory is a digital-first bath fittings brand focused on making bathroom upgrades simpler and more reliable. We specialise in products such as shower partitions and offer customers a seamless experience from purchase to installation.

Role Overview

We are looking for an experienced, customer-focused qualified to manage customer communication, delivery and installation updates, and service-related complaints. The ideal candidate will take ownership of customer issues, coordinate with internal teams, and ensure timely resolution.

Key Responsibilities

Customer Communication
Handle customer queries through phone, WhatsApp, email, website chat, and social media.
Keep customers informed about order status, delivery schedules, installation timelines, and service updates.
Proactively communicate delays and manage customer expectations.

Complaint Resolution
Handle complaints related to delivery, installation, product concerns, and post-installation service.




Coordinate with Sales and Operations to resolve issues within agreed timelines.
Follow up with internal teams and keep customers updated until closure.
Escalate critical or recurring issues to the appropriate manager.

Coordination and Process Improvement
Track pending actions and customer commitments to ensure timely follow-ups.
Maintain accurate records of customer interactions, complaints, and resolutions in company systems.
Identify recurring customer issues and recommend improvements to prevent them.

Key Performance Indicators (KPIs)
Customer response time.
Complaint resolution time and pending cases.
Customer satisfaction and feedback.
Timely follow-ups and accurate system updates.
Reduction in repeat complaints caused by communication gaps.

Candidate Profile
3–5 years of experience in customer support, customer experience, service coordination, or complaint resolution.
Experience handling retail customers; experience in D2C, e-commerce, interiors, home improvement, or installation-led businesses is preferred.
Excellent communication, coordination, and problem-solving skills.
Robust follow-up discipline and

📌 Customer Support Specialist Bengaluru (India)
🏢 BathStory
📍 India