Customer Support Executive (CSE)

About the company - SuperBottoms is on a strong growth trajectory, operating at a healthy run rate with plans to achieve EBITDA positivity in the next fiscal year. Originally a cloth diaper company, we have evolved into a full kids' bottom wear brand offering diapers, underwear, joggers, and more. Our vision is to become the pioneer of kids bottom wear a one-stop destination for functional, stylish, and comfortable essentials. As a category-creating brand, we thrive on innovation and offer an exciting, dynamic workplace for those who love experimentation and solving real-world challenges.

About the Role

We are looking for a proactive and empathetic Customer Support Executive to join our team. The ideal candidate will have prior experience in handling calls and emails for a brand, ensuring customer satisfaction and delivering a delightful support experience.

Key Responsibilities

• Handle inbound and outbound calls, and email support to resolve customer queries efficiently.
• Provide product information, order updates, return/exchange assistance, and post-purchase support.
• Maintain a high level of professionalism, empathy, and customer-first attitude.
• Troubleshoot issues and collaborate with internal teams (logistics, operations, tech, etc.) for timely resolutions.
• Ensure SLA adherence and meet defined KPIs (response time, resolution rate, CSAT, etc.).
• Document customer interactions and feedback in CRM tools.
• Contribute to process improvements by identifying recurring customer pain points.

Requirements

• 2+ years of customer support experience in an E-commerce brand (via calls & Emails).
• Strong communication skills (verbal & written) in English and [local language, if applicable].
• Hands-on experience with CRM, support tools, or ticketing systems.
• Ability to multitask, prioritize, and remain calm under pressure.
• Problem-solving skills with a customer-first mindset.
• Willingness to work in rotational shifts (if required).

Preferred Skills

• Exposure to E-commerce processes (order lifecycle, returns/refunds, shipping, etc.).
• Strong rapport-building and empathy-driven communication.

What We Offer

• Opportunity to work with a fast-growing D2C brand.
• A collaborative, customer-obsessed work culture.
• Growth opportunities in customer experience and related domains.
• Competitive compensation and benefits.

Job Type: Full-time

Pay: ₹10,000.00 - ₹20,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund
• Work from home

Work Location: In person