Customer Support

Job Description:

Role Overview
We are looking for a proactive, empathetic, and detail-oriented Customer Experience & Operations Associate to be the heartbeat of our D2C premium tea brand. This role is a unique hybrid of customer hospitality & logistics management. You will be responsible for ensuring that every customer journey—from the first tea recommendation to the final delivery—is seamless, warm, and professional.

Key Responsibilities

1. Customer Success & Brand Advocacy (The "Human" Part)
• Tea Consultant: Act as a brand expert, guiding customers through our collection to find the perfect blend for their palate.
• Multi-Channel Support: Manage all incoming inquiries via Email, WhatsApp, Phone, and Social Media with a consistent, helpful brand voice.
• Resolution Excellence: Resolve issues regarding order status, damaged goods, and returns with high empathy and speed.
• The "Extra Mile": Take full ownership of the customer recovery process (refunds, replacements) to turn a negative experience into a positive one.
• Metrics Driven: Maintain high "First Response" and "Resolution" rates to ensure top-tier satisfaction scores.

2. Operations & Fulfillment (The "Action" Part)
• Order Management: Monitor the D2C platform (Shopify) daily to ensure all new orders are synchronized and processed by the warehouse.
• Inventory Oversight: Monitor stock levels across key SKUs and alert the production team of potential stock-outs.
• Logistics Coordination: Maintain daily contact with courier partners to escalate delayed shipments and negotiate "re-attempts" for failed deliveries.
• RTO Management: Manage "Return to Origin" flows, investigating delivery failures and updating internal records to minimize shipping losses.

3. Quality Assurance (The "Guardian" Part)
• Feedback Loop: Act as the first line of defense by identifying patterns in customer complaints.
• Process Improvement: Flag recurring packaging issues (e.g., damaged tins) to the warehouse or taste discrepancies to the production team for immediate batch checks.

Candidate Profile
• Exceptional Communicator: You write with warmth and clarity. You have the ability to sound professional yet personal, avoiding "robotic" templates.
• Problem-Solver: You are resourceful and solution-oriented. You don’t just report problems; you provide options for fixing them.
• Fast Learner: You are eager to master the nuances of tea varieties and the technical side of shipping/SaaS dashboards (Shopify, CRM tools).
• Logistics Savvy: Comfortable navigating the "last-mile" challenges of e-commerce and holding external partners accountable.

Requirements
• Experience in Customer Support, D2C Operations preferred.
• Proficiency in Shopify (or similar e-commerce platforms) and CRM tools is a plus.
• Ability to multitask in a fast-paced, high-growth environment.