Customer Support Executive

About Casekaro

Casekaro is among India's prominent D2C phone case brands, operating for over seven years and serving more than 700,000 customers. Hosting a catalog of over 3,000 phone models on Shopify, the company takes pride in its dedicated support team that represents the brand's voice and ensures customer satisfaction after purchase.

Role Overview

As a Customer Support Executive, you will manage a high volume of customer emails daily, handling inquiries related to order status, delivery delays, returns, replacements, refunds, and complaints about wrong or damaged products. You will utilize pre-written response templates customized for individual customers and navigate Shopify to manage orders and coordinate with courier services on tracking and delivery issues.

Key Responsibilities

• Respond to 100–150 customer emails daily regarding order updates, delivery issues, returns, and refunds.
• Personalize template responses to suit specific customer queries accurately.
• Manage orders through Shopify and coordinate with courier partners concerning tracking and delivery challenges.
• Execute company policies for processing returns, replacements, and refunds.
• Liaise with the warehouse team for reshipments and handle escalations.
• Maintain and update daily ticket trackers using Google Sheets for monitoring open issues and resolutions.
• Identify recurring problems such as product defects or courier delays and report them to operations.

Candidate Profile and Requirements

• Proficient in written English with an emphasis on clarity and error-free communication, adapting template text effectively.
• Ability to maintain accuracy while handling a large volume of emails rapidly.
• 0 to 2 years of experience preferred, especially in e-commerce, D2C, or non-voice customer support processes; fresh graduates with strong skills are welcome.
• Basic knowledge of Google Sheets or Excel.
• Familiarity with Shopify or helpdesk software such as Freshdesk, Zoho Desk, or Gorgias is advantageous.

Additional Details

• This is a non-voice role with no calling responsibilities.
• Location: Mumbai (on-site).
• Work schedule: 6 days per week with assigned shift timings.
• Salary range: ₹15,000 to ₹18,000 per month.

Why Join Casekaro?

Join a compact team where you get direct access to the founder and genuine empowerment; your input directly influences product development and courier operations.