Customer Support Executive

Customer Support Executive Crossbeats

About Crossbeats

Crossbeats is a leading D2C brand, committed to delivering premium products and exceptional customer experiences. We are looking for a Customer Support Executive to join our growing team and be the voice of our customers.

Role Overview

The Customer Support Executive will manage the entire buyer journey post-purchase. From resolving queries to handling reviews, you will play a critical role in turning customer concerns into loyalty and repeat business.

Key Responsibilities

• Inbox Management: Respond promptly to customer queries via live chat, email, and social media.
  • Order & Delivery Tracking: Monitor shipments, coordinate with logistics partners, and resolve delivery delays.
  • Returns & Refunds: Assist customers with return, replacement, and refund policies.
  • Review Monitoring: Track and respond to product reviews across platforms.
  • Public Replies: Draft polite, helpful responses to public comments and complaints.
  • Escalating Bad Feedback: Flag critical reviews to management and product teams for resolution.
  • Leveraging Positive Feedback: Encourage happy customers to share reviews and user-generated content.

Qualifications

• Bachelors degree or equivalent experience.
  • Prior experience in customer support or CX roles preferred.
  • Strong communication skills (written and verbal).
  • Familiarity with CX platforms such as Zendesk, Freshdesk and Shopify.
  • Ability to work in a fast-paced D2C environment.

Essential Skills

• Product Knowledge: Ability to understand and explain Crossbeats products.
  • Empathy: Calm, patient tone to de-escalate frustrated customers.
  • Tech Skills: Comfort with modern customer support tools and platforms.

What We Offer

• Competitive salary and benefits.
  • Opportunity to grow with a fast-scaling D2C brand.
  • Collaborative work culture with a focus on customer excellence.