Customer Service Specialist
16 hours ago
About Dr. WaterWe're a American wellness brand building from Gurgaon, India makingmedical‑grade hydrogen‑rich hydrationeffortless. From portable bottles to family kettles, we turn plain H₂O into clean, lab‑verified hydration—backed by science and built with premium design. As we scale D2C, we're doubling down onpeople, performance, and brand storytelling.The RoleCustomer Service SpecialistCompensation: INR per month based on experienceLocation:Remote works,In-Office preferred (Gurgaon),Experience: 6-18 months (exceptional freshers with solid projects welcome)Engagement: Full-timeWhy Join Dr.WaterFastest growing D2C brand in the India -> US corridorFastest Growing Amazon Global Brands from IndiaSolve a real problem in the world and work on products that impact people's life tremendouslyLearn more here:What you'll doCustomer Experience & SupportHandle customer queries across email, chat, and social DMs with speed, empathy, and clarity.Resolve issues related to orders, shipping, payments, returns, and product usage.Make customers feel heard, not handled.Use AI to automate alot of customer queries. Handle our tools like zendesk AI, smartreply AI, consio AI, and Ravvio AI to automate customer support queries and integrate new AI tools in the future.Issue OwnershipTake full ownership of tickets till resolution. No hand-offs. No loose ends.Coordinate with ops, fulfillment, and product teams to close loops fast.Spot recurring issues and flag them early before they become fires.Product & Brand KnowledgeUnderstand our products deeply so you can explain them simply.Translate science-backed hydration into human language customers actually get.Help customers choose the right product, not just the fastest option.Feedback & InsightsCapture customer feedback, patterns, and objections.Share insights with the growth and product teams to improve listings, FAQs, and flows.Help reduce tickets over time by making the product and communication better.What you bring6–18 months experience in customer support, preferably in D2C or eCommerce.Strong written English. Clear, warm, and human.Comfort working with tools like Zendesk, Gorgias, Freshdesk, or similar.Ability to stay calm under pressure and solve problems without scripts.High ownership mindset. You don't wait to be told what to fix.Excited to join an early-stage company with real traction and ambition.Nice to havesExperience supporting US customers or global time zones.Familiarity with Shopify, order dashboards, and fulfillment workflows.Experience helping improve macros, FAQs, or self-serve flows.You've worked closely with founders or small teams before and liked it.Your Place at Dr. WaterBe the voice of a fast-growing, science-led wellness brand in the US.Real ownership. Your work directly impacts retention, reviews, and growth.Tight-knit team of builders, athletes, and creators who move fast.Learn how a modern D2C brand scales from the inside.Competitive comp, rapid learning, and room to grow with the company.How to applyApplying via LinkedIn works.Want to fast-track?Email with:Subject:Customer Support Executive – Your NameResumeA short note on how you handle an angry customerOne example of a customer interaction you're proud ofIf you enjoy helping people, solving real problems, and making a brand feel human at scale…we'll get along just fine.
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