Customer Relationship Manager

About Hypefly India

Hypefly India is one of India's largest authenticated marketplaces for premium sneakers, streetwear, beauty, watches and collectibles. 7 years old, profitable, recently funded, and scaling fast 65,000+ customers across 1,000+ cities, trusted by some of the biggest names in the country.

About the role

You'll be the voice of Hypefly to our customers — handling queries, orders and escalations across WhatsApp and email. This is a systems-heavy role: you'll work across multiple internal tools (order management, tracking dashboards, sheets) at speed, and solving a customer's issue usually means navigating these systems quickly to find the answer. You'll report to our Head of Customer Relations and work from our Juhu office.

Key Responsibilities

• Handle customer queries end-to-end on WhatsApp and email — orders, delivery timelines, product questions
• Navigate internal systems and dashboards quickly to trace orders, check statuses, and resolve issues independently
• Own escalations and resolve them fast, with judgement and empathy
• Coordinate NDR follow-ups with the operations team to ensure deliveries complete
• Manage returns, exchanges and refund requests as per policy
• Keep customer records and order notes updated accurately across systems
• Learn our internal processes deeply — the faster you understand how things work end-to-end, the faster you solve

What we're looking for

• 1–4 years in customer service, preferably at an e-commerce or D2C company
• Fast and confident on a laptop — comfortable working across multiple tools, tabs and dashboards at once; you pick up new systems quickly
• A quick learner who understands processes end-to-end, not just scripts — you connect the dots to solve issues yourself
• Excellent written English — most of our support is on chat and email
• Calm under pressure; organised enough to juggle multiple conversations without dropping threads
• Working knowledge of Hindi
• Interest in sneakers, fashion, or beauty is a big plus

Why join us

• Above-market compensation, discussed openly on the first call
• Work directly with a lean, fast-moving team — no bureaucracy
• Employee of the Month bonus

Working days: Monday to Saturday | Timing: 10:30 AM – 8:30 PM