Support Executive

1 week ago

Pune, Maharashtra, India Naturaliv Foods Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Key Responsibilities:

  • Manage and oversee customer support operations across all channels (calls, WhatsApp, email, social media, chatbots).
  • Implement and optimize support tools and technology used in the D2C industry (CRM, ticketing, automation).
  • Handle escalations and ensure speedy resolution with empathy and accuracy.
  • Track and analyze support performance metrics (TAT, CSAT, NPS).
  • Coordinate with operations, delivery, and product teams for issue resolution.
  • Build and maintain SOPs for support workflows.
  • Train and guide support team or outsourced teams as we scale.

Educational Qualification:

  • Bachelors degree in BBA, B.Com, Food Technology or any related field.

Experience:

  • 13 years of experience in D2C / E-commerce customer support.

Skills & Competencies:

  • Strong working knowledge of tools like Freshdesk, Zendesk, Zoho Desk, or similar.
  • Ability to set up processes, automate tasks, and integrate customer data systems.
  • Excellent communication skills in English and Hindi/Marathi.
  • Problem-solving mindset with customer empathy at the core.
  • Self-driven, organized, and adaptable to startup speed.

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