Customer Support Executive

2 weeks ago

Ahmedabad, Gujarat, India Athflex Full time ₹ 8,00,000 - ₹ 12,00,000 per year


About Athflex

Athflex is an athleisure and performance-wear brand driven by culture, speed, and customer experience. We aim to deliver not just great products — but exceptional post-purchase support that matches the energy of our brand.

As part of our growing team, you will represent the
voice of the brand
— ensuring our customers feel heard, supported, and confident every step of their journey.


Role Overview

We are looking for a proactive and articulate
Customer Support Executive
who can handle daily interactions with customers across
WhatsApp, calls, chat, and email
.

You'll be responsible for ensuring every inquiry is answered on time, every concern is addressed with care, and the overall experience leaves the customer trusting the brand even more.


Key Responsibilities

  • Manage customer communication across
    WhatsApp, voice calls, live chat, and email
  • Resolve order-related queries: delivery delays, size issues, returns, exchanges, payment concerns
  • Coordinate with operations and backend for real-time updates and resolutions
  • Maintain
    zero unread inbox
    and respond within assigned
    SLAs (Service Level Agreements)
  • Update and log all communication in the CRM system for tracking and review
  • Proactively follow up on escalated or sensitive cases to ensure closure
  • Maintain clear, calm, and respectful tone in all communication
  • Track common customer issues and feedback to report to CX or Product teams


Requirements

  • 1–3 years
    of experience in customer support (preferably in e-commerce or D2C brands)
  • Excellent English communication – both written and verbal
  • Strong interpersonal skills and high patience under pressure
  • Hands-on experience with
    CRM systems
    (e.g., Interakt, Gorgias, Freshdesk, Zendesk)
  • Comfortable using Shopify or similar order management platforms
  • Available to work as per shift schedules (including weekends/holidays if rostered)
  • Fast learner with a proactive attitude — no task is too small


Bonus Skills

  • Fashion or apparel brand experience
  • Multi-language fluency (e.g., Hindi, Tamil, Telugu, etc.)
  • WhatsApp automation familiarity or chatbot routing knowledge


Compensation

  • Competitive monthly salary based on experience
  • Performance-based bonuses linked to response time, resolution rate & customer feedback
  • Opportunity to grow into team lead or training roles as the team scales


What You'll Love at Athflex

  • Culture-first team environment
  • Clear structure + real ownership
  • Direct access to leadership + fast decision-making
  • An ever-evolving, high-growth space where
    customer experience is not a department — it's a mindset

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