About the RoleWe are looking for an experienced Customer Support Executive with a strong understanding of D2C e-commerce operations. The candidate will be responsible for managing customer interactions across multiple sales channels, ensuring timely resolution of queries, handling post-order operations, and maintaining a seamless customer experience.

The ideal candidate should have hands-on experience working with D2C brands and be well-versed in the complete order lifecycle, including RTO, NDR, returns, exchanges, refunds, and logistics coordination.

Key Responsibilities1. Multi-Channel Customer Support

- Handle customer queries across multiple channels, including WhatsApp, Instagram, email, website chat, phone calls, and marketplace platforms.
- Respond to customer queries promptly and professionally.
- Manage pre-purchase and post-purchase queries related to products, sizing, availability, orders, payments, and deliveries.
- Maintain a high standard of customer communication and ensure customer satisfaction.

2. Order & Logistics Management

- Track orders and proactively communicate delivery updates to customers.
- Handle NDR (Non-Delivery Reports) and coordinate with courier partners to ensure successful deliveries.
- Monitor and manage RTO (Return to Origin) orders and identify reasons for failed deliveries.
- Coordinate with logistics partners and internal teams to resolve shipment-related issues.
- Follow up on delayed, stuck, lost, or incorrectly delivered shipments.

3. Returns, Exchanges & Refunds

- Independently manage the complete return and exchange process.
- Coordinate reverse pickups and track return shipments.
- Process and follow up on refunds, cancellations, and exchange orders.
- Ensure returns and exchanges are handled within the company's defined timelines and policies.
- Maintain proper records of all return, exchange, and refund requests.

4. E-commerce Operations

- Monitor orders and customer issues across multiple sales channels.




- Coordinate with the warehouse and operations team for order discrepancies, incorrect shipments, missing products, and fulfilment issues.
- Handle order modifications, cancellations, address changes, and other customer requests.
- Identify recurring customer complaints and suggest improvements in processes.

5. Reporting & Customer Experience

- Maintain daily reports of customer queries, complaints, RTOs, NDRs, returns, and exchanges.
- Monitor customer support response times and resolution rates.
- Identify common reasons for RTOs, returns, and customer dissatisfaction.
- Ensure all customer complaints are followed through until resolution.

Required Skills & Experience
- 1-2 years of hands-on experience in customer support for a D2C e-commerce brand is mandatory.
- Strong understanding of the end-to-end e-commerce order lifecycle.
- Practical experience handling RTO, NDR, returns, exchanges, refunds, and cancellations.
- Experience managing customer communication across WhatsApp, Instagram, email, website chat, and other platforms.
- Familiarity with Shopify and shipping/logistics platforms such as Shiprocket.
- Experience with customer support tools such as Gorgias, Interakt, WATI, DelightChat, Freshdesk, or similar platforms.
- Strong communication skills, problem-solving abilities, and attention to detail.
- Ability to independently manage customer queries and coordinate with multiple internal teams.
- Comfortable working in a fast-paced D2C workplace.

What We Are Looking For
- Someone who takes ownership of customer issues rather than simply responding to queries.
- Someone who can independently manage the complete customer support function.
- A proactive individual who can minimise RTOs through timely customer follow-ups and effective NDR management.
- Someone who understands the importance of customer retention and repeat purchases for a growing D2C brand.
- Ability to multitask and manage high volumes of customer interactions without compromising service quality.

Important: Candidates without prior hands-on experience in a D2C e-commerce brand need not apply.

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