Customer Support Executive

Oyela Technologies Private Limited; Gurugram District; On-site; INR 450,000 - 700,000; Full time

Benefits offered by this job

Ownership of customer voice across Oy'

Team fluent in trends, creators, and故事

Front-row seat in India's creator‑driv

Independence to shape Oyela's CX on社交

Job summary

Oyela Technologies Private Limited, a fast-growing D2C fashion brand, is seeking a customer support specialist who will own conversations across DMs and comments. You’ll respond promptly with warmth, identify true queries, and elevate feedback to the CX team to resolve every thread.

You’ll monitor public conversations, reach out to unhappy customers to turn experiences positive, and help convert interactions into trust and loyalty for Oyela. India-based role in Gurgaon.

Qualifications

• 2-4 years in customer support, CX, or social community management, ideally within fashion or D2C.
• Naturally empathetic communicator able to de-escalate a tense comment and turn a frustrated customer into a loyal one.
• Fluent in crafting thoughtful DMs and making outbound calls with clarity and warmth.
• Meticulous follow-through to ensure nothing slips.

Responsibilities

• Own the customer conversation. Respond to DM's promptly and empathetically.
• Identify and elevate with precision. Route true queries to CX and follow through until resolved.
• Protect the brand in public. Monitor comments and convert negative experiences into positive ones.
• Uncover why customers drop off. Call abandoners to understand reasons and share leakage insights.
• Build social proof end to end. Gather reviews and testimonials for Shopify and site.
• Safeguard the voice. Keep interactions on-brand and composed, publicly or privately.

Skills

Customer support experience

CX

Social community management

Empathy

Communication skills

De-escalation

DM outreach

Outbound calling

Job description

Experience: 2-4 years in customer support, CX, or social community management (fashion or D2C preferred)

Location: Gurgaon, India

ABOUT OYELA

Oyela is a fast-growing D2C fashion brand built for the bold, expressive, and unapologetically original. For our customers, our DMs and comment sections aren't a support queue - they're where they meet the brand directly. This role owns that meeting point: the person who ensures every customer who reaches out to Oyela is met with speed, warmth, and genuine care, and who turns those everyday interactions into trust, loyalty, and proof.

WHAT YOU'LL DO

• Own the customer conversation. Respond to DM's promptly and empathetically, so each customer feels genuinely heard rather than processed.
• Identify and elevate with precision. Recognise true support queries, route them to the CX team without friction, and follow through until each one is fully resolved and closed - no thread left unattended.
• Protect the brand in public. Monitor comments on reels and posts, reach out to unhappy customers to resolve their concerns first-hand, and covert a negative customer experience into a positive one.
• Uncover why customers drop off. Call customers who abandon checkout to understand their reasons, capture the insights, and deliver a daily leakage report to inform retention efforts.
• Build social proof, end to end. Collect Google reviews from customers who post and tag Oyela, gather positive testimonials surfacing in DMs, and upload reviews and testimonials to Shopify - maintaining a clean, trackable record for the website and stories.
• Safeguard the voice. Keep every interaction, public or private, consistent, on-brand, and composed - especially under pressure.

WHAT YOU BRING

• 2-4 years in customer support, CX, or social community management, ideally within fashion or D2C.
• A naturally empathetic communicator, able to de-escalate a tense comment and turn a frustrated customer into a loyal one.
• Equal fluency on keyboard and phone - as comfortable crafting a thoughtful DM as making an outbound call.
• Meticulous follow-through, with the discipline to ensure nothing slips.

WHAT YOU'LL GET

• Ownership of the customer's voice across Oyela's most personal channels.
• A team fluent in trends, creators, and storytelling.
• A front-row seat in India's creator-driven fashion space.
• The independence to shape Oyela's customer experience on social from the ground up.