E-commerce Customer Support Executive

3 days ago

Kurnool, India Sadhna.co Full time

Sadhna.co is looking for a Senior Customer Support Executive to lead customer interactions across WhatsApp, Email and Call support.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.ResponsibilitiesManage customer queries across WhatsApp, Email and Calls with clarity and empathyHandle pre-sales queries, order updates, replacements, refunds and escalationsOperate inside Shopify, Shiprocket dashboards, and Support channels.Coordinate with the warehouse team for dispatch, returns, exchanges and damaged deliveriesTrack daily support metrics, RTO cases, delivery delays and customer satisfactionMaintain structured SOPs and ensure timely resolutions within SLAPrepare daily reports of tickets, issues, repeat complaints and resolutionsAssist in improving customer experience across touchpointsCreate templated responses and maintain tone consistency for the Sadhna brandRequirements2–5 years of customer support experience in a D2C brand or similar environmentStrong written and verbal communication skillsComfortable handling 50–150 queries per dayHands-on experience with Shopify, Shiprocket, Interakt/Wati, or similar toolsAbility to remain calm under pressure, especially during sales and festival periodsStrong follow-up habits and attention to detailProblem-solving mindset and ownership-driven personalityComfortable working in a fast-paced, high-volume environmentWhat We’re Looking ForSomeone who genuinely enjoys helping peopleSomeone who can manage both empathy and efficiencySomeone who can independently troubleshoot order issuesSomeone who understands D2C operations, COD, RTO and logistics workflowsSomeone who is reliable, disciplined and consistent in communicationWork DetailsLocation: On-site / Ghaziabad Timing: Full-time, 6 days a weekCompensation: Competitive and based on experienceJoining: Immediate preferred

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