Customer Support Executive

Job Description:

Job Description:

Customer Support Executive

Role Overview

The Customer Support Executive will be the first line of interaction for our merchants, combining customer support excellence with proactive success ownership. You will ensure merchants feel supported, resolve operational queries quickly, and guide them towards using Printrove effectively to grow their business.

This role is 70% reactive support (handling tickets, calls, shipping issues) and 30% proactive success activities (onboarding, engagement).

This role is critical as you'll act as the bridge between our merchants and internal teams (operations, sales, product).

Key Responsibilities:

Customer Support (Reactive):

• Respond to merchant tickets, calls, and live chat on Zoho Desk with empathy and accuracy.
• Process NDR (Non-Delivery Report) actions daily.
• Troubleshoot operational issues such as orders, printing, shipping, or integrations.
• Escalate recurring or critical issues to the operations/product teams and ensure closure.

Customer Success (Proactive):

• Onboard new merchants smoothly — guide them through integrations, catalog access, and first sample orders.
• Nudge merchants towards success milestones (placing their first order, upgrading to Business Plan, scaling monthly orders).
• Track merchant health metrics (order frequency, repeat rates, quality issues) and follow up proactively.
• Collaborate with the Sales/KAM team to upsell or cross-sell relevant products and services.

Collaboration & Ownership:

• Document recurring issues and feedback on ClickUp for process improvements.
• Partner with Operations to resolve root causes of quality or shipping complaints.
• Support Marketing in community campaigns, webinars, and engagement initiatives for merchants.
• Continuously improve knowledge base, playbooks, and SOPs to make merchant support more efficient.

What Success Looks Like

• Merchant queries are resolved quickly with minimal escalations.
• New merchants complete onboarding smoothly and place their first orders.
• Merchant retention improves — fewer churns, more merchants cross higher order volumes.
• Proactive merchant engagement (check-ins, nudges) leads to measurable increases in Business Plan upgrades or repeat orders.

What We're Looking For

• 1–3 years of experience in Customer Support / Customer Success roles, ideally in SaaS, eCommerce, or D2C. (Freshers welcome too)
• Strong communication skills in English (Hindi/Tamil a plus).
• Empathy-driven — ability to listen, understand, and solve problems like a partner.
• Comfortable with tools like Zoho Desk, Zoho CRM, ClickUp, and Shopify/WooCommerce.
• Proactive, process-oriented, and thrives in a fast-paced startup environment.

Why Join Printrove?

Be part of a movement of Merchpreneurs shaping India's eCommerce ecosystem.

Own impactful work — you're not just answering queries, you're driving merchant growth.

Work with a team that values compassion, honesty, ownership, innovation, curiosity and empowerment.

Clear growth path: Customer Support Executive → Customer Success Executive → KAM / BDE

Benefits:

Health insurance

Paid sick time

Provident Fund

Location:

Choolai, Chennai, Tamil Nadu (Required)

Work Location: In person

Ability to commute/relocate:

Choolai, Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

Customer support: 1 year (Preferred)

Language:

English, Tamil, Hindi (Preferred)

Work Location: In person