Role Title: Customer Relationship & Order Fulfilment Manager Department: Operations / E-commerce / Customer Experience Reports to: Founder / Head of Operations / E-commerce Manager Role Summary: The Customer Relationship and Order Fulfilment Manager is responsible for delivering exceptional customer service, managing end-to-end order fulfilment, and driving retention through smooth post-purchase experiences. This role ensures all customer interactions are empathetic, timely, and brand-aligned, while also coordinating logistics, reverse pickups, and returns. Key Responsibilities: Order Fulfilment & Logistics: Oversee daily order processing from confirmation to dispatch across website and marketplaces. Coordinate with warehouse or dispatch team to ensure timely packaging and shipping. Monitor courier tracking updates and resolve in-transit issues. Ensure all dispatch and delivery timelines are met. Customer Relationship Management: Manage all customer queries via email, WhatsApp, and social media DMs. Resolve issues related to size exchanges, order delays, returns, and refunds with empathy. Send proactive order updates and respond with personalized support. Maintain a warm, brand-aligned tone across all communication. Returns & Reverse Pickups: Initiate and coordinate reverse pickups and exchange shipments. Track and process refunds or replacements after QC. Update internal systems with return statuses and communicate clearly with customers. Performance Monitoring & Reporting: Maintain CRM logs of issues, resolutions, and customer feedback. Share weekly/monthly reports on return rates, complaint categories, delivery issues, etc. Recommend process improvements based on recurring feedback. Key Skills Required: Excellent written and verbal communication (English + Hindi) Empathy-driven and solution-oriented Strong organizational and coordination abilities Familiarity with Shopify, Delhivery, or similar platforms Google Sheets / Excel proficiency Past experience in D2C, fashion, or e-commerce preferred Job Type: Full-time Pay: ₹18,000.00 - ₹20,000.00 per month Schedule: Day shift Ability to commute/relocate: Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required) Application Question(s): Please specify area of residence Education: Bachelor's (Preferred) Experience: E-commerce: 3 years (Preferred) total work: 3 years (Preferred) Work Location: In person
Role Title: Customer Relationship Executive Department: Operations / E-commerce / Customer Experience Reports to: Founder / Head of Operations / E-commerce Manager Role Summary: The Customer Relationship and Order Fulfilment Executive is responsible for delivering exceptional customer service, managing end-to-end order fulfilment, and driving retention through smooth post-purchase experiences. This role ensures all customer interactions are empathetic, timely, and brand-aligned, while also coordinating logistics, reverse pickups, and returns. Key Responsibilities: Order Fulfilment & Logistics: Oversee daily order processing from confirmation to dispatch across website and marketplaces. Coordinate with warehouse or dispatch team to ensure timely packaging and shipping. Monitor courier tracking updates and resolve in-transit issues. Ensure all dispatch and delivery timelines are met. Customer Relationship Management: Manage all customer queries via email, WhatsApp, and social media DMs. Resolve issues related to size exchanges, order delays, returns, and refunds with empathy. Send proactive order updates and respond with personalized support. Maintain a warm, brand-aligned tone across all communication. Returns & Reverse Pickups: Initiate and coordinate reverse pickups and exchange shipments. Track and process refunds or replacements after QC. Update internal systems with return statuses and communicate clearly with customers. Performance Monitoring & Reporting: Maintain CRM logs of issues, resolutions, and customer feedback. Share weekly/monthly reports on return rates, complaint categories, delivery issues, etc. Recommend process improvements based on recurring feedback. Key Skills Required: Excellent written and verbal communication (English + Hindi) Empathy-driven and solution-oriented Strong organizational and coordination abilities Familiarity with Shopify, Delhivery, or similar platforms Google Sheets / Excel proficiency Past experience in D2C, fashion, or e-commerce preferred Job Type: Full-time Pay: ₹18,000.00 - ₹20,000.00 per month Ability to commute/relocate: Powai, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required) Application Question(s): * Do you have reasonable ability of spoken, written and reading skills in English as well as Hindi? Any other languages? Please specify area of residence. Education: Bachelor's (Preferred) Experience: E-commerce: 2 years (Preferred) total work: 3 years (Preferred) Work Location: In person
Role Title: Customer Relationship Executive Department: Operations / E-commerce / Customer Experience Reports to: Founder / Head of Operations / E-commerce Manager Role Summary: The Customer Relationship and Order Fulfilment Executive is responsible for delivering exceptional customer service, managing end-to-end order fulfilment, and driving retention through smooth post-purchase experiences. This role ensures all customer interactions are empathetic, timely, and brand-aligned, while also coordinating logistics, reverse pickups, and returns. Key Responsibilities: Order Fulfilment & Logistics: Oversee daily order processing from confirmation to dispatch across website and marketplaces. Coordinate with warehouse or dispatch team to ensure timely packaging and shipping. Monitor courier tracking updates and resolve in-transit issues. Ensure all dispatch and delivery timelines are met. Customer Relationship Management: Manage all customer queries via email, WhatsApp, and social media DMs. Resolve issues related to size exchanges, order delays, returns, and refunds with empathy. Send proactive order updates and respond with personalized support. Maintain a warm, brand-aligned tone across all communication. Returns & Reverse Pickups: Initiate and coordinate reverse pickups and exchange shipments. Track and process refunds or replacements after QC. Update internal systems with return statuses and communicate clearly with customers. Performance Monitoring & Reporting: Maintain CRM logs of issues, resolutions, and customer feedback. Share weekly/monthly reports on return rates, complaint categories, delivery issues, etc. Recommend process improvements based on recurring feedback. Key Skills Required: Excellent written and verbal communication (English + Hindi) Empathy-driven and solution-oriented Strong organizational and coordination abilities Familiarity with Shopify, Delhivery, or similar platforms Google Sheets / Excel proficiency Past experience in D2C, fashion, or e-commerce preferred Job Type: Full-time Pay: ₹18,000.00 - ₹20,000.00 per month Ability to commute/relocate: Powai, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required) Application Question(s): * Do you have reasonable ability of spoken, written and reading skills in English as well as Hindi? Any other languages? Please specify area of residence. Education: Bachelor's (Preferred) Experience: E-commerce: 2 years (Preferred) total work: 3 years (Preferred) Work Location: In person
e-Commerce Executive Department: Operations / E-commerce / Customer Experience Reports to: Head of Operations / Customer Relationship Manager Role Summary: The e-Commerce executive is responsible for delivering exceptional customer service, managing end-to-end order fulfilment, and ensuring customer retention through smooth post-purchase experiences. This role ensures all customer interactions are empathetic, timely, and brand-aligned, while also coordinating logistics, reverse pickups, and returns. Key Responsibilities: Order Fulfilment & Logistics: Daily order processing from confirmation to dispatch across website and marketplaces. Coordinate with warehouse or dispatch team to ensure timely packaging and shipping. Monitor courier tracking updates and resolve in-transit issues. Ensure all dispatch and delivery timelines are met. Ensure international shipments are tracked on time and dispatched. Returns & Reverse Pickups: Initiate and coordinate reverse pickups and exchange shipments. Track and process refunds or replacements after QC. Update internal systems with return statuses and communicate clearly with customers. Update customers on tracking / delays in pick ups/ refunds etc. Key Skills Required: Past experience in D2C, fashion, or e-commerce preferred Reasonable written and verbal communication (English + Hindi) Empathy-driven and solution-oriented Strong organizational and coordination abilities Familiarity with Shopify, Delhivery, or similar platforms Google Sheets / Excel proficiency Job Type: Full-time Pay: ₹15,000.00 - ₹18,000.00 per month Ability to commute/relocate: Mumbai Suburban, Maharashtra: Reliably commute or planning to relocate before starting work (Required) Application Question(s): Please specify area of residence Education: Bachelor's (Preferred) Experience: E-commerce: 3 years (Required) total work: 3 years (Required) Work Location: In person
E-COMMERCE STORE OPERATIONS MANAGER Location: Onsite + Remote | Partial Work from home option available after 1-2 months THE ROLE Manage day-to-day Shopify store operations and keep our e-commerce running smoothly RESPONSIBILITIES Product & Site Management: Optimize product pages (descriptions, sizing info, SEO) Curate collections (seasonal edits, bestsellers, clearance) Maintain site hygiene (fix broken links, missing images, variant organization) Monitor and flag aging inventory, suggest bundling strategies Operations and Systems: Daily order monitoring and coordination with fulfillment team Track shipments, ensure tracking numbers uploaded, flag unfulfilled orders Inventory reconciliation (Shopify vs. physical stock) Monthly app audit (review, optimize costs, remove redundant apps) Basic analytics (track sales patterns, conversion by product type) Oversee and schedule website updations, product images and banners. Experience and Skills 1-2 years hands-on Shopify store management experience Fashion/apparel e-commerce background Comfortable with Shopify apps ecosystem Detail-oriented and systematic Strong analytical skills About Us: Maati Crafts is a dynamic and growing fashion brand committed to delivering exceptional products and customer experiences. We pride ourselves on our attention to detail, quality, and the relationships we build with our customers. Job Type: Full-time Pay: ₹20,000.00 - ₹25,000.00 per month Work Location: In person
SOCIAL MEDIA MANAGER Full-time: Maati Crafts Studio in Mumbai Role: Plan, create, and manage all organic social media content for our brand. You'll own Instagram and Facebook channels from monthly strategy to daily execution. RESPONSIBILITIES Planning and Strategy Create monthly content calendars for Instagram, Facebook, WhatsApp Plan campaigns aligned with sales calendar (festive seasons, new launches, clearance) Balance content pillars: products, founder stories, artisan features, customer spotlights Monitor trends and respond quickly Content Creation and Production Create graphics (Canv or Adobe Suite) minimally OR brief and manage freelance designers Write compelling captions, hashtags, and copy Edit reels and stories (or coordinate with video editor) Coordinate with UGC creators (brief, review, manage payments) Shoot simple content when needed Execution and Community engagement Schedule and post content Post daily stories maintaining brand voice Respond to post comments (first-line engagement) Engage with followers and repost customer content Build relationships with micro-influencers Coordination and Reporting Work on founder content (edit and post) Manage freelancers (photographers, designers) as needed Track performance weekly (engagement, reach, saves, follower growth) Report insights and optimize content mix Essential Experience and Skills 2-3 years managing social media for fashion/lifestyle brands Strong visual eye and content creation skills Writing skills (captions that engage and sell) Basic graphic design (Canva minimum) and video editing (Reels) Self-starter who can plan and execute independently Comfortable with monthly planning and daily execution Experience coordinating with UGC creators Understanding of Instagram algorithm and best practices About Us: Maati Crafts is a dynamic and growing fashion brand committed to delivering exceptional products and customer experiences. We pride ourselves on our attention to detail, quality, and the relationships we build with our customers. Job Type: Full-time Pay: ₹25,000.00 - ₹30,000.00 per month Work Location: In person
Job Overview: We are looking for a diligent and empathetic Customer Success Specialist who will be the face of our brand. The ideal candidate will possess a strong intent to solve customer issues, maintain high levels of customer satisfaction, and convert interactions into sales. CUSTOMER SERVICE EXECUTIVE - ROLE SUMMARY BASICS Salary: ₹22,000-28,000/month Location: Mumbai-based - Powai Hours: 10 am-7pm, 6 days/week Type: Full-time Role: Daily Customer Communication: Respond to queries across email, WhatsApp, Instagram DMs, website chat Maintain response time standards Help with enquiries, sizing questions, fabric queries, styling advice, order status, issues Returns & Exchanges: Process return/exchange requests efficiently and with empathy Identify why customers are returning (patterns to report back) Logistics Support: Track courier deliveries daily Take action on delays and failed deliveries Keep customers informed proactively Update daily and weekly reports to help track issues Relationship Building: Remember repeat customers, personalize interactions Collect testimonials and reviews Build positive customer relationships Gather customer feedback to help improve our offerings. SKILLS NEEDED Excellent written Hindi and English Patient, warm communication style Strong communication skills and a proactive approach to problem-solving Previous customer service experience (fashion/retail preferred) Detail-oriented with strong follow-through Sales-oriented mindset with an ability to upsell effectively Familiarity with order management` and the Shopify platform is a plus SUCCESS PARAMETERS Response time standards maintained High customer satisfaction Issues resolved smoothly Positive reviews and testimonials flowing in Customers feel cared for and helped About Us: Maati Crafts is a dynamic and growing fashion brand committed to delivering exceptional products and customer experiences. We pride ourselves on our attention to detail, quality, and the relationships we build with our customers. Job Type: Full-time Pay: ₹260,000.00 - ₹335,000.00 per year Work Location: In person