Support Executive (Non Technical)

Job Description – Support Executive

About Us

THW - The Healthy World | Healthier Choices for Everyone

At THW - The Healthy World, we believe that healthy, pure, and sustainable food should be accessible to all. Our farm-to-fork approach ensures that you get fresh organic fruits, vegetables, dairy, bakery products, country eggs, fresh juices, and wholesome groceries—delivered reasonably and with great value.

Location: Viman Nagar, Pune

Department: Sales & Support

Employment Type: Full-Time

Job Details

Job Summary:

As Support Executive, you will lead our customer support function—ensuring every customer interaction is smooth, friendly, and efficient. You will work closely with the Founder, Operations, and Tech teams to set up processes, integrate tools, and handle escalations. Your role will be critical in creating a “Customer-First” culture at THW.

Key Responsibilities:

• Manage and oversee customer support operations across all channels (calls, WhatsApp, email, social media, chatbots)

• Implement and optimise support tools and technology used in the D2C industry (CRM, tick eting, automation)

• Handle escalations and ensure speedy resolution with empathy and accuracy

• Track and analyse support performance metrics (TAT, CSAT, NPS)

• Coordinate with operations, delivery, and product teams for issue resolution

• Build and maintain SOPs for support workflows

• Train and guide support team or outsourced teams as we scale

Qualifications & Requirements

Educational Qualification:

Bachelor’s degree in BBA, B.Com, Food Technology or any related field.

Experience:

• 1–3 years of experience in D2C / E-commerce customer support

Skills & Competencies:

• Strong working knowledge of tools like Freshdesk, Zendesk, Zoho Desk, or similar

• Ability to set up processes, automate tasks, and integrate customer data systems

• Excellent communication skills in English and Hindi/Marathi

• Problem-solving mindset with customer empathy at the core

• Self-driven, organised, and adaptable to startup speed

Job Types: Full-time, Permanent

Pay: ₹200,000.00 - ₹360,000.00 per year

Ability to commute/relocate:

• Viman Nagar, Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Do you have your own laptop ?

Language:

• English (Preferred)

Location:

• Viman Nagar, Pune, Maharashtra (Preferred)

Shift availability:

• Day Shift (Preferred)

Work Location: In person