Customer Support Executive (CSE)

Customer Support Executive (Review management)– 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

• Bachelor’s 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.

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Paid sick time
• Paid time off
• Provident Fund

Ability to commute/relocate:

• Bangalore City, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Do you have work experience from E-Commerce Industry?

Education:

• Master's (Preferred)

Experience:

• Customer support: 1 year (Required)

Language:

• Hindi (Required)
• English (Required)

Location:

• Bangalore City, Bengaluru, Karnataka (Required)

Work Location: In person