Customer Support Executive

About the Role

We are looking for a street-smart, proactive, and excellent communicator to join our Customer Support team and manage customer interactions for both Capes India and Mesmerize India. This is a fast-paced, hands-on role that requires someone who can confidently handle a high volume of customer calls, WhatsApp conversations, emails, and support tickets while ensuring quick and effective resolutions. The ideal candidate should be a natural problem-solver who can think on their feet, take ownership of customer issues, and coordinate efficiently with internal teams.

Key Responsibilities

• Customer Support & Communication

• Handle a high volume of inbound and outbound customer calls, WhatsApp messages, emails, and chat tickets for both brands.

• Address customer queries related to orders, deliveries, product information, payments, returns, exchanges, refunds, and complaints.

• Manage both domestic and international customer support tickets with clear, professional communication.

• Provide timely resolutions while maintaining customer satisfaction and response quality.

• Occasionally assist walk-in customers and handle their queries or concerns in person.

• Manage escalations and difficult customer conversations calmly, confidently, and professionally.

• Ticket Management & AI Tools

• Use Sagepilot AI, our AI-powered customer support tool, to manage, track, and resolve customer tickets efficiently.

• Monitor ticket queues, prioritise urgent cases, and ensure minimal response and resolution delays.

• Identify issues requiring manual intervention and take ownership until closure.

• Maintain accurate ticket statuses, customer records, and follow-up details.

• Manage high ticket volumes without compromising communication quality or accuracy.

• Order Management & Dispatch Coordination

• Work with Shopify, EasyEcom, and other internal systems to check order details, fulfilment status, shipping updates, and customer information.

• Coordinate frequently with dispatch, warehouse, and logistics teams to resolve order-related concerns.

• Follow up on delayed shipments, failed deliveries, returns, exchanges, and reverse pickups.

• Ensure customers receive accurate and timely updates regarding their orders.

• Proactively identify fulfilment issues and coordinate with the relevant teams to resolve them.

• Customer Experience & Internal Coordination

• Take complete ownership of customer concerns rather than simply forwarding issues to other departments.

• Work closely with the Customer Support Team Lead and Co-Founder on escalations, recurring issues, and process improvements.

• Identify common customer complaints and suggest practical ways to reduce repeat tickets.

• Maintain a positive customer experience across both brands, even during high-volume periods.

Requirements & Tech Stack

• Excellent verbal and written communication skills in English and Hindi. Strong English proficiency is essential for international customer interactions.
• Street-smart, resourceful, and solution-oriented, with the ability to think quickly and handle unexpected situations.
• Comfortable managing high volumes of calls and support tickets daily.
• Confident in handling difficult customers, complaints, and escalations.
• Strong multitasking, time-management, and follow-up skills.
• Basic working knowledge of Shopify, EasyEcom/Easycom, CRM systems, or customer support ticketing tools.
• Comfortable using AI-powered tools and adapting to new software.
• Good coordination skills and the ability to work closely with dispatch and operations teams.
• High sense of accountability, attention to detail, and ownership.
• Prior experience in D2C, e-commerce, retail, or customer support is preferred.

What Will Make You Stand Out

• Experience handling customer support for multiple brands or high-volume e-commerce operations.
• Familiarity with AI-based customer support platforms and automated ticketing systems.
• Ability to independently resolve issues without requiring constant supervision.
• Strong understanding of e-commerce order lifecycles, shipping, returns, and exchanges.
• A practical, customer-first mindset with the ability to balance customer satisfaction and company policies.

Work Details

• Location: Goregaon East, Mumbai
• Work Mode: Full-Time, Work From Office
• Working Schedule: 6 days a week, with the last Saturday of every month off
• Brands: Capes India & Mesmerize India
• Reporting: Co-Founder & Customer Support Team Lead