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

2–5 years of customer support experience in a D2C brand or similar environment

Strong written and verbal communication skills

Comfortable handling 50–150 queries per day

Hands-on experience with Shopify, Shiprocket, Interakt / Wati, or similar tools

Ability to remain calm under pressure, especially during sales and festival periods

Strong follow-up habits and attention to detail

Problem-solving mindset and ownership-driven personality

Comfortable working in a fast-paced, high-volume environment

What We’re Looking For

Someone who genuinely enjoys helping people

Someone who can manage both empathy and efficiency

Someone who can independently troubleshoot order issues

Someone who understands D2C operations, COD, RTO and logistics workflows

Someone who is reliable, disciplined and consistent in communication

Work Details

Location : On-site / Ghaziabad

Timing : Full-time, 6 days a week

Compensation : Competitive and based on experience

Joining : Immediate preferred