Customer Support Executive

2 weeks ago

Mysuru, India The Stack Full time

Customer Support Executive Location: Goa (Full-time, In-office) Company: The Stack About The Stack The Stack is a venture backed efficacy-driven wellness brand built on clinical science, transparency, and global quality standards. We serve a discerning customer base that values credibility, clarity, and premium execution. As we scale, we are looking for Customer Support Executives who will deliver an exceptional service experience across digital communication channels. Role Overview You will be the primary point of contact for customers across email, WhatsApp, and phone. This role requires strong written and verbal communication, patience, empathy, and a structured problem-solving approach. You will manage product information queries, shipping and order status requests, and work closely with our logistics and warehousing partners to ensure timely resolutions. Key Responsibilities - Respond to customer inquiries across email, WhatsApp, and phone with clarity, professionalism, and empathy. - Provide accurate product information and support customers in understanding usage, benefits, and related queries. - Manage order status communication end-to-end including dispatch, tracking, delivery issues, and returns/exchanges. - Coordinate with our third-party warehouse and logistics teams to resolve escalations, delivery delays, or fulfillment errors. - Create customer tickets, track progress, and follow up until successful closure. - Build and maintain customer experience SOPs and response templates to enhance consistency and efficiency. - Maintain customer records and support documentation. - Identify recurring issues, customer feedback themes, and improvement opportunities for the operations and product teams. - Represent The Stack’s values of evidence-based clarity, transparency, and customer trust in all interactions. Requirements - 1-4 years of experience in customer support or service roles (D2C, FMCG, e-commerce, or logistics preferred). - Strong written and verbal communication skills. - Comfortable handling customer calls and resolving issues independently. - Ability to work with urgency and manage multiple conversations simultaneously. - Experience coordinating with logistics/3PL partners is a plus. - Basic Excel or Google Sheets skills. - A calm, solution-focused and empathetic approach to customers. What We Offer - Opportunity to be the voice of a premium science-backed consumer brand. - Direct impact on customer experience and brand loyalty. - Growth path toward senior support, community, or operations roles. - Supportive and transparent work environment. Work Setup - Full-time in-office role based in Goa. - Monday to Friday (with flexibility based on customer needs). How to Apply Send your CV to support@thestack.club with the subject Customer Support Executive – Goa and a short note on why you’d like to join The Stack.

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