Customer Success Associate in Bangalore

Material Depot is building the ultimate home decor destination- redefining how India shops for interiors like tiles, laminates, wall decor, and more. Our online catalogue allows us to understand design trends in real-time and work directly with manufacturers to launch new collections at speed. Trusted by 10,000+ homes, Material Depot is transforming a Rs 100,000 crore industry, making premium interiors faster, smarter, and more accessible than ever before by bringing the Pinterest-worthy vision of every homeowner to life. As a customer success associate, you will be the primary point of contact for all post-purchase queries. You will manage order cancellations, exchange requests, and post-delivery escalations, ensuring the best possible resolutions to retain our customers. We are looking for proactive, sharp, and detail-oriented individuals to join our order management & escalations team. You'll be the key link between our operations, delivery partners, and customers- ensuring every order is smoothly fulfilled and any delivery issues are handled with speed and accountability.

Key Responsibilities

• Order management: Coordinate with delivery partners for live updates and respond to inbound order-related tickets via the CRM.
• Escalation handling: Handle unresolved delivery issues or customer complaints, taking full ownership of high-risk or delayed orders.
• Resolution coordination: Manage refunds, cancellations, and exchanges in coordination with your reporting manager and the sales, procurement, and delivery teams.
• Documentation: Log every conversation and escalate issues per SOP; track and update the escalation sheet daily.
• Feedback & retention: Make post-delivery feedback calls, review client feedback forms, and flag dissatisfied responses for immediate resolution.
• Field support: Conduct site visits where required to assess material issues or resolve disputes.
  
  

Location & compensation:

• Location: Bangalore (On-site).
• Employment type: Full-time.
• Compensation (Full-time): ₹4.5 LPA (Fixed) + ₹1 LPA (Variable/Incentives).
• Incentives are provided post-probation.
  
  

About Company: Material Depot is a Y-Combinator-backed startup transforming how architects and designers discover and purchase interior materials. We're building India's first online discovery engine + omnichannel retail experience for materials like tiles, laminates, wallpapers, wooden flooring, wall panels, and more. We are backed by global investors, including Accel, Whiteboard Capital, and Y Combinator, and are working with 1,000+ top designers. With over $4M+ in annualized revenue, we're one of the fastest-growing startups in this space.