Senior Customer Service Executive

FITPASS is India's largest fitness and wellness membership platform, focused on making health a part of everyday life for people across the country. The company offers access to 12,000+ gyms and studios in 150+ cities, along with an AI-powered fitness coach, personalized nutrition plans, home workouts, doctor consultations, and more under a single flexible plan. FITPASS supports both individuals and organizations, serving as a trusted corporate wellness partner that helps build energized and resilient workforces. Guided by the belief that fitness is for everyone, FITPASS removes barriers to long-term health by prioritizing convenience, consistency, and personalized experiences.

We are looking for an experienced and customer-centric Senior Customer Support Executive to manage customer interactions, resolve complex queries, handle escalations, and deliver an exceptional customer experience across multiple communication channels.

The ideal candidate should have strong customer service experience, excellent communication skills, and the ability to take ownership of customer concerns from initiation to resolution. Candidates with experience in e-commerce, D2C brands, or premium consumer-facing businesses will be preferred.

• Handle customer queries through email, live chat, inbound calls, and outbound calls.
• Resolve customer concerns related to memberships, bookings, payments, partner centres, technical issues, and fitness products.
• Handle and resolve customer queries and concerns related to order status, delivery delays, order cancellations, and other order-related issues across all e-commerce platforms, ensuring timely resolution and customer satisfaction.
• Take ownership of complex customer issues and ensure timely, end-to-end resolution.
• Manage customer escalations professionally while maintaining high customer satisfaction.
• Coordinate with internal teams and external partners to resolve customer concerns efficiently.
• Maintain accurate customer records, interactions, and case updates in CRM systems.
• Follow established SOPs, quality standards, turnaround times (TAT), and service-level agreements (SLAs).
• Identify recurring customer issues and recommend improvements in support processes.
• Meet individual and team targets related to productivity, response time, resolution quality, and customer satisfaction.
• Ensure professional, empathetic, and consistent communication across all customer touchpoints.

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1. Minimum 2+ years of experience in customer support or customer service, preferably as a Senior Customer Support Executive.

2. Experience working with an e-commerce company, D2C brand, or consumer-facing brand is highly preferred.

3. Excellent verbal and written communication skills in English.

4. Proven experience handling customer escalations and complex queries.

5. Strong problem-solving, decision-making, and customer relationship management skills.

6. Good typing speed and professional email-writing skills.

7. Working knowledge of Microsoft Excel and Google Sheets.

8. Familiarity with CRM tools such as Freshdesk, Zendesk, Salesforce, or similar platforms.

9. Ability to multitask across multiple communication channels in a fast-paced environment.

• E-commerce and D2C brands

• Premium consumer and lifestyle brands

• BPO and customer support operations

• Healthcare and wellness

• Fitness and hospitality

• Travel and guest relations

• EdTech and other service-based industries

• A proactive professional with strong ownership of customer issues.

• Someone who can independently manage escalations and ensure effective resolutions.

• Excellent interpersonal and stakeholder coordination skills.

• A customer-first mindset with a focus on service quality and customer satisfaction.

• Ability to work in a target-driven environment while maintaining high service standards.

Work with India's largest fitness and wellness membership platform.

Excellent learning and career growth opportunities.

Be part of a collaborative and dynamic work environment.

Contribute to making fitness and wellness accessible to millions.

Interested candidates can share their updated resumes at .@...

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