Customer Support - Intern

What Are You Entering

Into Knya is one of India's fastest-growing healthcare apparel brands and we're just getting started. When you join us, you're not filling a seat. You're stepping into a company that is actively being built, where the work you do today shapes what Knya looks like tomorrow. We're a team of driven people who care deeply about what we're building, move with purpose, and back each other to grow. If you're looking for a place where your contribution is visible, your growth is real, and your work actually matters to the people who wear what we make, this is it.

Role Overview

Our customers are doctors, nurses and students who work long shifts and expect their brand to show up for them. You will be the voice they hear across DMs, comments, WhatsApp, email and calls, and the person who closes the loop when something goes wrong. This role sits at the sharp end of customer experience. You will handle everyday queries with speed and warmth, take ownership of escalations that reach the founders, and bring what you hear back to the team so we fix the root cause, not just the ticket.

Key Responsibilities

• Own day to day customer conversations across Instagram DMs and comments, WhatsApp, email, chat and calls, with fast first response and clean closure.

• Resolve queries end to end on orders, sizing, delivery, returns, exchanges and refunds by coordinating with warehouse, logistics partners and finance.

• Handle founder and leadership escalations with urgency and care. Investigate what actually happened, respond to the customer, and share a clear closure note with the internal team.

• Manage public brand comments and reviews on social media in Knya's tone. Know what to answer in public and what to move to DM.

• Track every ticket in the helpdesk so nothing is lost, with accurate tagging, status and follow-ups.

• Spot repeat complaints early and flag patterns on product, packaging, courier or website to the relevant team with real examples.

• Turn recurring queries into reusable responses, FAQs and SOPs so the team gets faster over time. • Report weekly on volumes, response and resolution times, top complaint reasons and escalation closures. • Support bulk and institutional customers such as hospitals and colleges with order updates and coordination.

• Protect the customer experience during peak periods like launches, sales and festive spikes.

Must Haves

• 1 to 3 years in customer support or customer experience, preferably with a D2C, e-commerce or retail brand.

• Hands on experience managing customers on social media, especially Instagram DMs and public comments.

• Proven experience handling escalations, including angry or public complaints, without losing composure. • Excellent written English with a natural, human tone. Clear spoken communication in English and Hindi. • Comfort with a helpdesk or ticketing tool such as Zoho Desk, Freshdesk, Gorgias or Zendesk, plus basic Excel or Google Sheets.

• Ownership mindset. You follow up until the issue is closed instead of passing it on.

• Available to work on site in Mumbai, Worli, with flexibility during peak sale periods.

Good to Have

• Experience with Shopify order management and returns or exchange workflows.

• Exposure to a healthcare, apparel or sizing heavy category.

• Working knowledge of Marathi or another regional language.

• Experience writing FAQs, canned responses or support SOPs from scratch.

• Familiarity with review platforms and reputation management.