Customer Support Executive

About Casekaro

Casekaro is one of India's leading D2C phone case brands — 7+ years in business, 700,000+ customers, running on Shopify with a catalog covering 3,000+ phone models. Our support team is the voice of the brand, and this role keeps customers happy after they hit "buy."

What you'll do

• Handle 100–150 customer emails per day — order status, delivery delays, returns, replacements, refunds, and wrong/damaged product complaints
• Work with ready response templates for common queries, customizing them per customer
• Look up and manage orders in Shopify; coordinate with courier partners on tracking issues, delays, and failed deliveries
• Process returns, replacements, and refunds as per company policy
• Coordinate with the warehouse team for reshipments and escalations
• Maintain daily trackers (Google Sheets) for open tickets and resolutions
• Flag recurring problems — product defects, courier issues — to the ops team

What we're looking for

• Clear, error-free written English — you'll work from templates, but must adapt them correctly. This is the core skill
• Speed with accuracy — comfortable with high email volume daily
• 0–2 years experience; e-commerce/D2C or non-voice process background preferred, strong freshers welcome
• Basic Google Sheets/Excel
• Bonus: Shopify or any helpdesk tool (Freshdesk, Zoho Desk, Gorgias)

Details

• Non-voice process — no calling
• Location: [Mumbai, on-site], [6 days/week], shift: [timings]
• Salary: ₹15,000–18,000/month

Why join

Small team, direct access to the founder, and real ownership — your feedback directly changes product and courier decisions.