E-commerce Customer Support Executive

Sadhna.co

We’re a fast-growing D2C spiritual wellness brand, and we need someone who can communicate clearly, solve customer issues with empathy, and manage support operations end-to-end.

This role requires someone who understands D2C support, delivery issues, RTO handling, and customer experience at scale.

Responsibilities

• Manage customer queries across WhatsApp, Email and Calls with clarity and empathy
• Handle pre-sales queries, order updates, replacements, refunds and escalations
• Operate inside Shopify, Shiprocket dashboards, and Support channels.
• Coordinate with the warehouse team for dispatch, returns, exchanges and damaged deliveries
• Track daily support metrics, RTO cases, delivery delays and customer satisfaction
• Maintain structured SOPs and ensure timely resolutions within SLA
• Prepare daily reports of tickets, issues, repeat complaints and resolutions
• Assist in improving customer experience across touchpoints
• Create templated responses and maintain tone consistency for the Sadhna brand

Requirements

• 2–5 years of customer support experience in a D2C brand or similar environment
• Strong written and verbal communication skills
• Comfortable handling 50–150 queries per day
• Hands-on experience with Shopify, Shiprocket, Interakt/Wati, or similar tools
• Ability to remain calm under pressure, especially during sales and festival periods
• Strong follow-up habits and attention to detail
• Problem-solving mindset and ownership-driven personality
• Comfortable working in a fast-paced, high-volume environment

What We’re Looking For

• Someone who genuinely enjoys helping people
• Someone who can manage both empathy and efficiency
• Someone who can independently troubleshoot order issues
• Someone who understands D2C operations, COD, RTO and logistics workflows
• Someone who is reliable, disciplined and consistent in communication

Work Details

• Location: On-site / Ghaziabad
• Timing: Full-time, 6 days a week
• Compensation: Competitive and based on experience
• Joining: Immediate preferred