Customer Support & Social Media Associate

Peepul Tree is building a brand in the Home category focussed on premium furnishings and décor. The brand celebrates a design theme inspired by India, our artisanal heritage and cultural themes. We have built an authentic supply chain of local weaves, crafts, techniques through artisan communities across India. Visit us at www.peepultree.world.

Peepul Tree is looking for a Customer Support & Social Media Associate to address customer queries and engage with them across chat, email, social media and calls. The candidate should have a good understanding of dealing with customers, addressing their queries and delivering a good brand experience.

Key Responsibilities

1. Customer Support

Manage customer interactions across CRM Tools, email, and social media DMs with empathy and promptness

Track and respond to inquiries about orders, returns, product details, and shipping timelines

Collaborate with the operations and logistics teams to resolve escalations quickly and accurately

Maintain reports on ticket volume, response times, and satisfaction metrics to improve service quality

2. Social Media Engagement

Respond to messages, mentions, and queries in the

brand’s tone and voice

across all social platforms

Engage meaningfully with followers, customers, and creators through comments, DMs, and tagged content to

nurture community

Identify

user-generated content (UGC)

opportunities and collaborate with the content team to amplify authentic stories

Stay updated on

trends, formats, and engagement opportunities

that can support brand awareness and storytelling

Support influencer collaborations and help track engagement performance

Qualifications & Skillset Requirements

1. Graduate with 1 to 3 years of work experience in customer service or social media management

2. Knowledge of MS Excel

3. System understanding and ability to operate our customer service platform

4. Good understanding of social media