Chat Support Executive (D2C Brand)

Job Title: Chat & Email Support Executive
Experience Required: 1–3 years
Location: Indore
Employment Type: Full-Time

Job Summary:

We are seeking a customer-centric and detail-oriented Chat & Email Support Executive to join our support team. The ideal candidate will have 1–3 years of experience in handling customer queries via live chat and email, preferably in a fast-paced Direct-to-Consumer (D2C) environment. You will play a key role in ensuring a smooth and satisfying customer experience, acting as the first point of contact for product-related questions, order issues, and support requests.

Key Responsibilities:

• Provide timely and professional customer support via live chat and email channels.
• Handle inquiries related to products, orders, returns, payments, shipping, and general support.
• Troubleshoot and resolve issues efficiently while ensuring customer satisfaction.
• Maintain accurate records of interactions using CRM and helpdesk tools.
• Escalate unresolved issues to relevant internal teams and follow up as needed.
• Meet individual and team KPIs including response time, resolution rate, and CSAT.
• Collaborate with operations, logistics, product, and marketing teams for smoother resolution and feedback loops.
• Stay updated on product features, policies, promotions, and updates.

Requirements:

• 1–3 years of experience in chat and email-based customer support.
• Excellent written communication skills in English with a strong attention to detail.
• Proficiency in CRM and support platforms like Zendesk, Freshdesk, Intercom, or similar tools.
• Strong multitasking and time-management skills.
• Customer-first mindset with problem-solving ability.
• Comfortable working in a dynamic environment and in rotational shifts, including weekends or holidays.

Preferred Qualifications:

• Prior experience supporting D2C (Direct-to-Consumer) brands in sectors like fashion, beauty, wellness, lifestyle, or electronics.
• Familiarity with e-commerce platforms (e.g., Shopify, WooCommerce).
• Understanding of order lifecycle, returns/exchanges, and delivery operations.
• Experience with knowledge base tools or ticket automation systems.
• Multilingual capabilities are a plus.

Perks and Benefits:

• Competitive salary with performance-based incentives
• Remote-friendly work environment
• Medical insurance and wellness benefits
• Training and upskilling opportunities
• Friendly and inclusive team culture
• Opportunities to grow within a fast-scaling brand

Job Type: Full-time

Pay: ₹15,000.00 - ₹30,000.00 per month

Work Location: In person

Speak with the employer
+91 9131344319