Customer Support Executive

Our client is a fast-growing eCommerce brand dedicated to providing an exceptional online shopping experience. They believe great customer service is the cornerstone of customer loyalty and satisfaction. We are looking for a proactive and empathetic Customer Support Executive to join our client’s team and be the voice of the brand to their customers.

Salary/Hourly Rate:

$50k – $55k

Position Overview: 

The Customer Support Executive plays a key role in delivering an exceptional post-purchase and pre-purchase experience to the customers. This role is responsible for handling customer inquiries, resolving issues, and ensuring every interaction reflects the brand’s commitment to quality service. The ideal candidate is empathetic, detail-oriented, and able to communicate effectively across multiple channels, including email, chat, and phone. Working closely with operations, logistics, and product teams, the Customer Support Executive helps build customer trust and loyalty while contributing to continuous process improvements.

Responsibilities of the Customer Support Executive:

• Serve as the first point of contact for customer inquiries via email, chat, phone, and social media.
• Handle pre-sales questions, order tracking, returns, exchanges, and complaint resolution efficiently and empathetically.
• Maintain a deep understanding of products, promotions, and policies to assist customers effectively.
• Coordinate with internal teams (logistics, warehouse, marketing, and tech) to resolve issues and ensure timely order fulfillment.
• Track and document customer interactions and feedback in CRM tools.
• Identify recurring customer issues and suggest process improvements.

Required Experience/Skills for the Customer Support Executive:

• 1 – 3 years of experience in customer support, preferably in an e-commerce or retail environment.
• Excellent written and verbal communication skills in English.
• Strong problem-solving skills and attention to detail.
• Ability to multitask and work effectively under pressure.
• Proficiency in CRM tools (e.g., Zendesk, Freshdesk, HubSpot) and Microsoft Office Suite.
• A positive attitude, patience, and empathy toward customers.

Education Requirements:

• Bachelor’s degree in any discipline is required.
• A degree in Business, Communications, or a related field is preferred.

Benefits:

• Competitive salary and performance-based incentives.
• Opportunities for career growth in a fast-scaling eCommerce company.
• Friendly, collaborative, and inclusive work culture.
• Health insurance and other benefits.

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As a woman-owned firm, we value diversity. We are an equal opportunity and affirmative action employer and will consider all applications without regard to race, sex (including gender, pregnancy, sexual orientation and gender identity), age, color, religion or creed, national origin or ancestry, veteran status, disability (physical or mental), genetic information, citizenship or any other characteristic protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Candidates who apply for roles through the Atrium website will be added to our candidate pool and may be considered for additional roles of a similar title. Please contact us to request an accommodation.
EOE/M/F/D/V/SO