Customer Support Executive

Job Title: Brand Support Executive
Location: Hybrid (3 days/week in-office) | Work Schedule: 24x7 Rotational Shifts
Role Summary
As a Brand Support Executive on the Instamart Brand Support team, you will serve as the primary point of contact for brand and vendor queries via calls, emails, and tickets. You will provide end-to-end resolution for operational, financial, catalog, and supply chain issues while delivering an exceptional support experience.
Key Responsibilities

• Omnichannel Support: Handle inbound calls and ticket queues for vendor queries covering onboarding, POs, inventory, warehouse ops, cataloging, finance, and ads.
  
• Troubleshooting & First-Level Resolution: Provide immediate guidance using SOPs and FAQs; ensure accurate categorization, vendor verification, and ticket documentation.
  
• Escalation & Ownership: Route complex issues with detailed context (SKUs, POs, invoices) to internal teams; follow up actively until final resolutionnever closing a ticket prematurely.
  
• Quality & Handovers: Maintain seamless cross-shift handovers for open cases and contribute to internal knowledge-base updates.
  

Required Qualifications & Skills

• Experience: 1–3 years in B2B customer support, vendor operations, or contact centers (handling both phone and written queues).
  
• Education: Bachelor’s degree in any field.
  
• Technical Aptitude: Experience with ticketing platforms (e.g., Zendesk, Freshdesk, Salesforce) and basic spreadsheet proficiency.
  
• Domain Knowledge: Familiarity with e-commerce supply chain concepts (POs, GRNs, SKUs, inventory workflows) is strongly preferred.
  
• Soft Skills: Exceptional problem-solving, empathy, active listening, and strong written/verbal communication.
  
• Languages: Fluency in English and Hindi required; additional regional languages are a plus.
  

Key Performance Indicators (KPIs)

• SLA & Turnaround Time (First Response / Resolution Times)
  
• First-Contact Resolution Rate (FCR) & Quality Scores
  
• CSAT / Brand Satisfaction
  
• Categorization & Routing Accuracy