E-Commerce Customer Support Executive

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.

Responsibilities

• Manage customer queries across WhatsApp, Email and Calls with clarity and empathy
• Handle pre-sales queries, order updates, replacements, refunds and escalations
• Operate inside Shopify, Shiprocket dashboards, and Support channels.
• Coordinate with the warehouse team for dispatch, returns, exchanges and damaged deliveries
• Track daily support metrics, RTO cases, delivery delays and customer satisfaction
• Maintain structured SOPs and ensure timely resolutions within SLA
• Prepare daily reports of tickets, issues, repeat complaints and resolutions
• Assist in improving customer experience across touchpoints
• Create templated responses and maintain tone consistency for the Sadhna brand

Requirements

What We’re Looking For

Work Details