Customer Success Associate

About the Company

At Swish, we’re redefining food delivery by combining speed, freshness, and delight. Our innovative platform ensures your favourite snacks and beverages arrive in just 10 minutes, transforming everyday cravings into exceptional moments. Backed by top investors like Accel and industry leaders, we’re a fast-growing early-stage startup on a mission to change how people experience food.

About the Role

As a Customer Success Associate, you will be the first line of communication with our users—ensuring their issues are resolved with empathy, clarity, and speed. You will work closely with operations, delivery, and kitchen teams to ensure a smooth customer experience end-to-end. This is a frontline role focused on building loyalty and trust while maintaining high service standards in a fast-paced, high-volume environment.

What You’ll Do

Customer Query Handling

• Manage incoming queries and complaints through chat, call, and email channels
• Resolve issues related to order delays, missing items, delivery problems, and app experience
• Provide real-time updates to customers on order status and resolutions
• Follow up on escalated concerns to ensure complete closure and satisfaction

Quality Feedback & Escalations

• Collect and log customer feedback to help improve food quality and service reliability
• Identify trends in complaints and work with internal teams to proactively reduce repeats
• Escalate complex cases to relevant teams while ensuring the customer feels heard and valued
• Ensure SLAs and internal quality standards are met for every interaction

Retention & Delight

• Assist in loyalty, recovery, and win-back campaigns for unhappy or at-risk users
• Use templated communication and empathy to rebuild customer trust during issues
• Flag opportunities for upsell, feedback requests, and personalized communication
• Celebrate positive feedback moments and turn them into internal success stories

Reporting & Coordination

• Maintain accurate records of all interactions and resolutions in the CRM
• Coordinate with kitchen, delivery, and product teams to relay urgent issues
• Support internal QA and training teams by flagging gaps in support scripts or processes
• Participate in process improvement projects and share insights from frontline experience

What You’ll Need

• 1–3 years of experience in customer support, success, or helpdesk roles (preferably in food delivery, QSR or e-commerce)
• Excellent spoken and written communication skills in English and one regional language (Hindi/Kannada preferred)
• Patience, empathy and a high ownership mindset to deliver resolutions quickly and thoroughly
• Familiarity with tools like Freshdesk, Zendesk, Intercom or similar CRMs
• Willingness to work in rotational shifts, including weekends and peak hours
• Startup readiness - agility, resilience and willingness to hustle when needed