Customer Care Manager for Multiple D2C E-Commerce Beauty Brands
Location: Remote
Experience: 1–3 years
Type: Full-time
About the role
We're a growing e-commerce business looking for a Customer Care Manager to be the voice of our brand to every customer. You'll handle customer emails and queries end-to-end - resolving issues, processing refunds and exchanges, tracking orders, and making sure every interaction leaves the customer happy. This is a hands-on role for someone who's empathetic, fast, and comfortable working across Shopify and our support tools.
What you'll do
- Reply to customer emails and queries promptly, clearly, and in the brand's tone of voice.
- Process refunds and cancellations accurately, keeping turnaround times low and customers informed.
- Arrange product exchanges and replacements, coordinating with the operations and warehouse teams.
- Track orders on behalf of customers and proactively update them on delivery status, delays, or exceptions.
- Edit and update order details (address changes, item swaps, contact info) on our dashboard as needed.
- Resolve a range of customer queries - product questions, delivery issues, payment concerns, and escalate when needed.
- Handle complaints and negative feedback with patience, turning unhappy customers into loyal ones.
- Track common issues and share feedback with the team to improve products, processes, and policies.
What we're looking for
- 1–3 years of experience in customer support, customer success, or customer experience - ideally in ecommerce / D2C.
- Excellent written communication skills in English is a must.
- Hands-on experience with support email tools like Gmail.
- Empathetic, patient, and calm. You genuinely enjoy helping people.
- Highly organized and able to manage a high volume of queries without dropping the ball.
- A problem-solver who takes ownership of issues until they're fully resolved.
Nice to have
- Experience in beauty, cosmetics, or personal care D2C.
- Familiarity with refund/payment tools like Razorpay.
- Experience handling marketplace queries (Amazon, Flipkart) or social media DMs.
Why join us
Be the face of a fast-growing beauty brand where your work directly shapes how customers feel about us. You'll own the customer experience from day one and have real room to build processes and grow with the company.
Pay: ₹15,000.00 per month
Benefits:
- Flexible schedule
- Work from home
Work Location: Remote