Customer Experience & Operations

Customer Experience & Operations Associate

Location: Mumbai

Type: Full-time (On-site)

About the role

We are looking for a proactive and warm Customer Experience & Operations Associate who will be the bridge between our customers and our internal teams. This role is for someone who enjoys talking to people, solving problems in real time, and taking full ownership of the post-purchase journey. You will work across customer support, returns and exchanges, order coordination, production and logistics to ensure every customer receives a seamless Saphed experience.

Key responsibilities

Customer experience

• Deliver a high-touch premium experience that builds trust and long-term loyalty.
• Speak directly with customers on phone, WhatsApp and email to resolve queries with empathy, clarity and speed.
• Manage returns and exchanges end to end.
• Troubleshoot product questions, sizing issues, delivery concerns and order-related problems.
• Track recurring customer issues and share insights to improve products and processes.

Post-sale and operations coordination

• Coordinate daily with the production team to fast-track urgent orders and custom requests.
• Work closely with the logistics team to ensure smooth dispatches, pickups and delivery resolution.
• Monitor Shopify orders and ensure accurate and timely updates to customers.
• Follow up on pending exchanges, repairs, alterations or re-manufacturing.
• Maintain accurate documentation of each case to drive accountability.

Cross-team collaboration

• Liaise with operations, production, retail store teams and warehouse teams to close customer requests quickly.
• Flag operational gaps and propose improvements in communication, packaging, order accuracy and turnaround time.

Process improvement

• Identify recurring bottlenecks in returns, shipping and exchange workflows.
• Suggest process enhancements that elevate customer experience, reduce delays and improve both NPS and repeat purchase rate.

What we’re looking for

• 1–4 years of experience in customer support, operations or service roles, preferably in D2C, ecommerce or retail.
• Excellent spoken English and Hindi.
• Strong phone communication skills with a friendly, composed tone.
• High ownership, bias for action and the ability to follow through.
• Detail-oriented with a problem-solving mindset.
• Comfortable juggling multiple requests across customers and internal teams.
• Familiarity with Shopify or similar platforms is a plus.

Why join us

• Be part of a fast-growing premium Indian brand.
• Work at the intersection of customer delight, production and operations.
• Opportunity to shape systems, processes and CX frameworks from the ground up.
• A culture that values empathy, problem solving and initiative.