Customer Support Associate

Zoop - India's Live Bazaar; New Delhi; On-site; INR 450,000 - 650,000; Full time

Benefits offered by this job

ESOPs

Job summary

Zoop – India's Live Bazaar in New Delhi is seeking a proactive Customer Support Associate to talk to buyers on WhatsApp and in-app chat. You will own post-purchase cases end to end, handle returns, refunds, and delivery escalations, and work with operations, warehouse and studio teams to close issues quickly.

You should be fluent in Hindi and English, comfortable juggling 40+ conversations, and able to document and improve playbooks, FAQs and SOPs as we scale our live auctions.

Qualifications

• 1–3 years in customer support or post-purchase operations.
• Fluent in Hindi and English, able to switch between them.
• Comfortable managing many conversations simultaneously and documenting issues.
• Experience with ticketing and support tools.

Responsibilities

• Answer buyer queries on WhatsApp and in-app chat about orders, sizing, and returns.
• Own post-purchase end-to-end: returns, refunds, and escalations.
• Dig into root causes and fix issues with ops or warehouse as needed.
• Set clear expectations about stock condition and sizing.
• Keep response and resolution times tight during high-volume periods.
• Help build and improve canned responses, FAQs, and SOPs.

Skills

Customer support

Hindi & English

Problem ownership

Ticket tracking

Spreadsheet skills

Tools

Freshdesk

Zendesk

Intercom

Job description

Zoop sells fashion through live auctions. We own our supply: factory outlet stock and excess and liquidation inventory from brands and manufacturers. Our in-house studios and creators sell it live, every day. We are based in New Delhi and backed by Peak XV Partners (Surge) and Lumikai.

About Zoop

Zoop sells fashion through live auctions. We own our supply: factory outlet stock and excess and liquidation inventory from brands and manufacturers. Our in-house studios and creators sell it live, every day. We are based in New Delhi and backed by Peak XV Partners (Surge) and Lumikai.

The role

You will be the person our buyers talk to. Every question about an order — where it is, what size it was, why it looked different, how to send it back — comes to you, and how you answer it decides whether that buyer bids again.

Live auctions move fast and buy decisions are made in seconds, so our customers reach out often and expect quick, clear answers. You will handle those conversations end to end on WhatsApp and in-app chat, and you will own the problem until it is actually solved, not until it is passed on.

You will work closely with the operations, warehouse and studio teams, and report to the founders.

What you'll do

• Answer buyer queries. Handle WhatsApp and in-app chat conversations on order status, sizing, product condition, payments, shipping timelines and anything else buyers ask.
• Own post-purchase end to end. Process returns and refunds, chase delivery escalations with courier partners, and stay on a case until the buyer has an outcome.
• Resolve, don't route. Dig into what actually went wrong — wrong item, missed pickup, stuck shipment — and fix it, pulling in ops or warehouse only when you need them.
• Set expectations honestly. Our stock is surplus and off-price, so condition and sizing vary. Explain that clearly before a buyer is disappointed, not after.
• Close the loop on quality. Flag recurring complaints — a lot that keeps coming back, a supplier with sizing issues, a courier that keeps failing — to the sourcing and ops teams with the data to back it up.
• Keep response and resolution times tight. Work to our first-response and resolution targets across every open conversation, including on live show days when volume spikes.
• Build the playbook. Write and improve canned responses, FAQs and escalation SOPs as we grow, so the next five people on this team start faster than you did.

Who we're looking for

• 1–3 years in customer support, customer success or post-purchase operations, ideally at a D2C brand, marketplace or e-commerce company.
• Writes clearly and calmly in Hindi and English, and can switch between them the way our buyers do.
• Patient with frustrated customers without becoming a pushover on policy.
• Comfortable owning a problem across teams and following up until it's closed.
• Comfortable in spreadsheets and support tools: tracking tickets, response times, return reasons and repeat issues.
• Organised enough to run 40+ open conversations without losing track of any of them.

Preferred

• Experience on a WhatsApp-first support setup, and with tools like Freshdesk, Zendesk, Intercom or similar.
• Has handled returns, refunds and courier escalations directly with logistics partners.
• Has worked in fashion or apparel and can speak credibly about fit, fabric and sizing.
• Experience supporting customers in a live commerce, quick commerce or high-volume sale environment.

How we'll measure success

• First-response and resolution time across WhatsApp and in-app chat.
• Percentage of cases resolved without escalation.
• Return and refund turnaround time.
• Customer satisfaction on resolved conversations.
• Repeat purchase rate among buyers who raised an issue.
• Recurring issues identified and fixed at source, not just handled case by case.

Role details

Location: New Delhi, in-office

Type: Full-time

Reporting: Founders

Compensation: Competitive salary + ESOPs