Customer Experience Executive

Sheplates | Chennai | Full-time | 1–2 years experience

Sheplates is building a hyperlocal food marketplace connecting customers with home chefs and trusted local food businesses — making it easier to discover and order authentic food from their neighbourhood.

We are looking for a Customer Experience Executive to help build and manage the customer experience at Sheplates.

In the early stages, this will be a broad, hands-on role covering customer experience, vendor support and marketplace operations. As order volumes grow, the role will increasingly focus on customer support, issue resolution and customer retention.

Customer Experience

• Respond to customer queries through WhatsApp, phone and other channels.
• Assist customers with orders, payments, cancellations and other queries.
• Collect feedback from customers, particularly first-time customers.
• Follow up to understand customer satisfaction and encourage repeat orders.
• Handle complaints professionally and ensure timely resolution.
• Build a database of customer feedback, issues and suggestions.

Vendor Support

• Help newly onboarded vendors understand the Sheplates process.
• Follow up with vendors for missing information, menus, pricing, photos and other details.
• Help vendors keep their listings and catalogues updated.
• Coordinate with vendors to resolve customer-related issues.
• Ensure newly onboarded vendors are ready to receive orders.

Marketplace Operations

• Regularly check vendor listings, menus, pricing, availability and operating hours.
• Identify and correct outdated or incomplete information.
• Maintain accurate customer and vendor records.
• Coordinate catalogue and listing updates.
• Ensure orders and customer requirements are correctly communicated to vendors.

Growth & Community Support

• Support customer outreach, referrals and local campaigns.
• Help collect customer testimonials and reviews.
• Support Sheplates WhatsApp community and customer engagement initiatives.
• Identify opportunities to improve customer retention and repeat orders.
  

• 1–2 years of experience in customer support, customer experience, operations, e-commerce, hospitality or a similar role.
• Excellent communication skills, particularly over phone and WhatsApp.
• Patient, organised and solution-oriented.
• Strong follow-up and coordination skills.
• Good attention to detail.
• Comfortable working with Google Sheets and basic digital tools.
• Willingness to take ownership and work across different areas in an early-stage startup.
• Experience in food delivery, e-commerce, marketplaces or hospitality is a plus.
  

• Someone who enjoys solving problems, working with people and building things from the ground up.
• This isn't a traditional call-centre role. In the early stages, you will have the opportunity to work across customers, vendors and marketplace operations and play a direct role in shaping how Sheplates delivers a great experience.
• As Sheplates grows, the role will evolve into a dedicated Customer Experience / Customer Support function.

Location: Chennai

Employment Type: Full-time