Role & responsibilities
- Manage customer and community interactions across Meta, Reddit, Email, Discord and LinkedIn.
- Engage with WhatsApp community groups, keeping members active, informed and engaged.
- Handle customer queries related to orders, shipping, refunds and product information end to end.
- Provide timely, empathetic and solution-oriented customer support.
- Handle customer complaints, de-escalate difficult conversations and ensure positive customer experiences.
- Identify and escalate product feedback, recurring issues and medical-related queries to the relevant internal teams.
- Maintain accurate customer records, interaction logs and tracking sheets.
- Create and maintain FAQs, response templates and community updates.
- Support customers throughout their journey, from placing an order to their initial weeks of using the wearable device. Preferred candidate profile
- 3-5 years of experience in customer support, community management or customer experience.
- Prior experience handling US or international customers is highly preferred.




- Excellent written and spoken English with a natural, conversational communication style.
- Robust interpersonal skills with an empathetic, customer-first approach.
- Ability to handle customer complaints, resolve issues and de-escalate difficult conversations calmly.
- Experience managing online communities across WhatsApp, Meta, Reddit, Discord and LinkedIn.
- Comfortable handling order-related queries, shipping issues, refunds and product enquiries.
- Organised, detail-oriented and proficient in maintaining customer records and trackers.
- Quick learner with the ability to adapt to new tools, products and processes.
- Comfortable working night shifts aligned with US time zones.
- Familiarity with WhatsApp Business, Gmail, Google Sheets, Shopify, helpdesk platforms and AI tools is an added advantage.
- Interest in health, wellness and consumer technology is desirable.

📌 Community Engagement Associate (New Delhi)
🏢 Neha Chauhan Narang
📍 New Delhi