Senior Operations Executive

Company: NoctiX

Location: Greater Noida, Uttar Pradesh

Job Type: Full-Time

Working Days: Monday to Saturday

About NoctiX

NoctiX is an Indian light-wellness and biohacking brand focused on innovative products designed to support everyday wellness, including FL-41 and blue-light glasses, infrared LED face masks, and hair-growth solutions. We are looking for a proactive and customer-focused Senior Customer Support Executive to deliver exceptional customer experiences and strengthen long-term customer relationships.

Job Summary

The Senior Customer Support Executive will manage customer interactions across chat, email, and phone while handling complex queries, order-related concerns, returns, exchanges, refunds, and product-related questions. The ideal candidate should have strong communication skills, problem-solving abilities, and experience managing customer support operations in an e-commerce environment.

Key Responsibilities

• Handle customer queries through live chat, email, WhatsApp, and phone calls professionally and promptly.
• Manage order tracking, shipping delays, cancellations, returns, exchanges, refunds, and replacement requests.
• Provide accurate product information, usage guidance, and troubleshooting assistance.
• Handle escalations and resolve complex customer complaints with empathy and ownership.
• Coordinate with warehouse, logistics partners, and internal teams to resolve delivery and fulfillment issues.
• Maintain accurate customer records, follow up on pending cases, and ensure timely resolution.
• Monitor customer feedback, identify recurring issues, and recommend process improvements.
• Support customer retention, satisfaction, and repeat purchases through proactive communication.
• Maintain and improve customer support SOPs, response templates, and service quality standards.
• Assist in monitoring team performance and mentoring junior support executives when required.

Required Skills and Qualifications

• 2–4 years of experience in customer support, preferably in e-commerce, D2C, or retail.
• Excellent written and verbal communication skills in English and Hindi.
• Hands-on experience with customer support tools, CRM platforms, Shopify, or order management systems.
• Strong problem-solving, multitasking, and escalation-handling skills.
• Ability to manage multiple customer conversations while maintaining accuracy and professionalism.
• Customer-first mindset with a focus on resolution quality and customer satisfaction.
• Comfortable working in a fast-paced, growing business environment.

Preferred Qualifications

• Previous experience with D2C brands, online marketplaces, or consumer electronics and wellness products.
• Familiarity with logistics portals, courier escalations, refund workflows, and e-commerce operations.
• Experience tracking support metrics such as response time, resolution time, CSAT, and ticket backlog.

What We Offer

• Opportunity to grow with a rapidly developing Indian wellness brand.
• Ownership of customer experience and support process improvements.
• Collaborative work environment with exposure to e-commerce and D2C operations.
• Career growth opportunities based on performance and contribution.

How to Apply: Candidates with strong customer-handling skills, a proactive attitude, and relevant e-commerce support experience are encouraged to apply.