Hardware Engineer

Care Crew (Product Experience Specialist)

Experience : 1–2 years (D2C brands - preferably consumer electronics)

Location : Mumbai, India

About EDT :

We're not just making appliances - we're crafting elegant, human-centered kitchen, home, and beauty essentials that elevate everyday rituals. Our mission is to blend thoughtful functionality with sophisticated design, creating products that people love to use, own, and talk about. We're a well-funded, high-growth D2C brand with global ambitions, and we believe customer experience is at the heart of building a world-class brand.

Why This Role Matters

Our customers aren't just buying a product - they're buying into our experience, our design philosophy, and our promise of uncompromising quality. You'll be the champion of our customers, ensuring every interaction reflects our values while turning feedback into actionable insights. Your work will not only keep our customers delighted but will also help shape our products, new launches, and policies, making you a key voice in driving our brand forward.

Role Overview

You'll own the full customer journey - pre and post-purchase - making sure every touchpoint feels seamless, human, and memorable. From answering curious pre-sale questions to troubleshooting post-purchase concerns, you'll be the voice, problem-solver, and brand champion our customers rely on. If you've been part of a brand's 0-to-1 journey—helping build customer experience processes from scratch—you'll feel right at home here.

What You'll Do

Manage and resolve customer queries via email, phone, live chat, and social media within defined SLAs.

Support customers during the pre-purchase phase with product guidance and recommendations.

Troubleshoot product issues, guiding customers through resolution steps and coordinating with service / repair partners.

Handle warranty claims, replacements, and returns in line with company policies.

Maintain accurate customer interaction logs in CRM

Comfortable working & Setup Automate Workflow with AI-driven tools (chatbots, response assistants, IVR options)

Collaborate with product, operations, and logistics teams to ensure smooth resolution of complaints.

Monitor and report recurring customer pain points to inform product and process improvements.

Proactively engage with customers to enhance satisfaction, reduce churn, and encourage repeat purchases.

Talk to customers like humans not tickets turning frustration into delight and curiosity into conversion.

Tech-savvy quick to grasp product specifications and technical troubleshooting.

Troubleshoot issues with hardware product escalating to internal teams when needed

What We're Looking For

1- 2 years of customer support experience in a D2C brand (consumer electronics a plus).

Experience contributing to or setting up processes in a brand's 0-to-1 phase is a strong plus.

Exceptional written and verbal communication skills.

Experience with AI CRM tools and thriving in fast-paced environments.

Customer-first mindset with empathy, patience, and attention to detail.

Analytical approach to problem-solving with the ability to spot patterns in customer feedback.

Ability to quickly understand technical product details.

What's In It For You

Be part of the founding team building a global, design-led D2C brand from India.

Work in a high-growth, well-funded environment with passionate, visionary leaders.

Play a pivotal role in setting the gold standard for customer experience.

Gain exposure to international markets and diverse customer bases.