Support Executive

Role: Support Executive

Location: Bangalore

About Loadshare: LoadShare is one of Indias most innovative and resilient logistics platforms, transforming how goods move across the country. Founded in 2017, we’ve grown to become a pan-India, multi-category last-mile network with a unique presence in both Tier 1 metros and deep Tier 2/3 towns.

What sets us apart:

Scale with depth: We handle ~550K deliveries/day across food, e-commerce (B2C), B2B retail, and digital commerce, powered by a 30,000+ rider network.

Strong financials, stronger ambition: With 800 Cr in FY26 revenue and support from global investors (Tiger Global, Matrix, BII, Stellaris, BeeNext), we have a long runway and a path to profitability.

Dual-engine model: We not only operate India’s most flexible last-mile delivery network, but also license our in-house logistics tech platform that processes an additional 20 lakh orders/day — one of the few in India to enable asset cross-utilization across verticals.

Strategic partner to India’s digital economy: We work with every major digital commerce player (e-commerce, quick commerce, food, mobility), and are expanding wallet share and capabilities within existing giants while co-creating new models with emerging platforms and brands.

Built to scale profitably: We’re not chasing GMV at all costs. We’re building the most capital-efficient, tech-enabled logistics engine in the country. We’re now building for our next phase: a 5X scale-up over the next 5 years, anchored in sharper client focus, deeper solutions, and new growth engines.

Founders/ Founding team:

Raghu Talluri (CEO) - Formerly at Myntra, McKinsey

Pramod Nair (CTO) - Formerly at Freecharge, Snapdeal, MartMobi

Rakib Ahmed (Co-Founder, Head EComm/ Trucking/Warehousing)- Formerly at ICICI Prudential, Co-founder Lunate Eco

Overall 500+ employees on roll

Role and Responsibilities

The Support Executive is the customer success and operational support anchor for active merchant clients and our rider network. You will manage merchant relationships after they are live on the platform, ensure they get consistent value, grow their usage, and coordinate with the supply side to keep deliveries running smoothly. This role does not involve merchant onboarding - your focus is on nurturing, retaining, and growing already-active accounts.

Client Success & Relationship Management

Act as the primary point of contact for merchant clients once they are active on the platform.

Conduct regular check-in calls to ensure merchants understand how to use the app effectively and are having a smooth experience.

Provide ongoing guidance and troubleshooting for platform, account, and usage-related queries.

Proactively identify opportunities to cross-sell and upsell additional services, expanded delivery coverage, or enhanced usage.

Monitor account health, anticipate merchant concerns, and act early to keep clients satisfied and retained. Day-to-Day Operations & Billing Support

Resolve routine merchant queries relating to orders, delivery status, and day-to-day billing matters.

Maintain accurate logs of all merchant interactions, issues raised, and resolutions provided.

Prepare regular summaries of active accounts, recurring issues, and resolutions for the operations team. Rider Coordination & Real-Time Resolution

Coordinate with delivery riders on the supply side to resolve real-time issues related to a trip or ride.

Act as the bridge between merchants and riders for delivery exceptions - address mismatches, delays, and service recovery.

Follow up on problematic or incomplete deliveries and drive them to closure. Process Improvement

Identify recurring issues and patterns and recommend process improvements to the operations team.

Gather merchant and rider feedback to inform product and service refinements.

Required Qualification

Prior experience in customer support, telecalling, account management, or logistics operations coordination; strong communicators from a fresher background are welcome.

Working proficiency in English, Kannada and Hindi.

Basic proficiency in Google Sheets / MS Excel for logging calls, issues, and account activity. Strong organisational skills and disciplined follow-up habits.

Calm, solution-oriented approach while managing multiple merchant and rider queries at once.

A problem-solving mindset with genuine focus on merchant satisfaction and retention.

Exposure to quick commerce, last-mile delivery, or hyperlocal operations is an advantage.

Mandatory Qualification

Should have a graduation as minimum qualification.

Own smartphone with a reliable network connection.

Willingness to be available for occasional urgent coordination outside standard working hours during peak periods.

Based in Bengaluru, or willing to relocate.

Ability to prioritise merchant satisfaction and operational continuity in a fast-paced environment.