Members Concierge & Experience

Subtle; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Subtle is seeking a customer support professional in Bengaluru who ensures every member feels looked after from order to delivery. You own refunds, exchanges and sizing questions, communicating clearly across chat, email and calls.

You'll engage with couriers to ensure timely deliveries, track issues, and gather feedback to improve product quality. Freshdesk/Gorgias experience and Shopify familiarity are valued.

Qualifications

• One to three years in customer support or a customer facing role, ideally in e-commerce or D2C.
• Your written English is clear and warm; Hindi or Kannada is a strong plus.
• Calm under pressure, empathetic by default, owns a problem until it is solved.
• Familiar with Shopify, helpdesk tools like Freshdesk or Gorgias, WhatsApp Business and courier dashboards.
• Organised, detail-oriented, and able to follow through on tasks.
• You spot patterns and flag issues early for the team.

Responsibilities

• Look after members: answer queries via chat, email and phone; manage refunds, replacements, and exchanges end-to-end.
• Provide accurate sizing, fabric, and care guidance; assist new customers to ensure the first order is right.
• Follow up with couriers to ensure on-time deliveries and resolve delays or failures.
• Be the link between members and couriers for follow-ups, address corrections and reattempts.
• Tag tickets by reason, generate weekly reports on top complaints and trends.
• Escalate defects or unhappy members to founders or operations with full context.

Skills

Customer support

Communication

Empathy

Time management

Education

Experience in e-commerce or D2C

Tools

Shopify

Freshdesk

Gorgias

WhatsApp Business

Job description

Subtle is a Bangalore brand making heavyweight, structured cotton tees and polos. We sell direct to members across India. We are not a fashion brand. We don't chase trends and we don't put logos on chests. What we sell is substance: the weight of the cotton, the way the shoulder holds, the way the tee still looks right after its fiftieth wash. Earned, not announced.

About Subtle

Subtle is a Bangalore brand making heavyweight, structured cotton tees and polos. We sell direct to members across India. We are not a fashion brand. We don't chase trends and we don't put logos on chests. What we sell is substance: the weight of the cotton, the way the shoulder holds, the way the tee still looks right after its fiftieth wash. Earned, not announced.

The role

You are the voice of Subtle. You make sure every member feels looked after, from the moment they order to the moment they put the tee on. You fix problems before they grow. You keep couriers honest. You guard the business from orders that don't add up. And you bring back what members tell us, so the product keeps getting better.

What you'll do

Look after members

• Answer and resolve member queries over chat, email and phone.
• Own refunds, replacements and exchanges from start to finish. Keep the member updated until it is closed.
• Give exact answers on sizing, fit, fabric and care. Never a guess.
• Help people who haven't ordered yet. Answer their size, fabric and fit questions on chat, Instagram DMs and WhatsApp, so their first order is the right one.

Get every order home

• Follow up with courier partners so orders arrive when we said they would.
• Track delayed, stuck and failed deliveries. Act before the member has to ask.
• Be the link between members and couriers for follow-ups, address corrections and reattempts.
• Keep a courier scorecard: delays, damages and NDR rates by partner. It decides which couriers we trust with which pin codes.

Speak first

• Send shipping, out-for-delivery and delay updates, so no member ever has to ask "where is my order?"
• Call or message members after delivery. Ask how it went and what they think of the tee.
• Invite happy members to share a review and a photo.
• Record feedback in a structured way. Share the recurring themes with the team: fit, quality, packaging, delays.

Protect the house

• Check incoming orders for red flags: fake or incomplete addresses, high-risk COD patterns, repeat refund or replacement abuse.
• Verify flagged orders with the buyer before dispatch. Hold or elevate the ones that don't check out.
• Keep a record of flagged buyers, pin codes and patterns, so the team can act on them.

Turn conversations into insight

• Tag every ticket by reason: size, defect, delay, wrong item. Patterns should be easy to see.
• Send a weekly report: top complaints, courier performance by partner, refund and replacement rates, feedback themes.
• Build and keep up our knowledge base: FAQs, reply macros and a sizing guide. Every member gets the same right answer, fast.
• Escalate defects, wrong shipments and unhappy members to the founders or operations, with full context.

Who you are

• One to three years in customer support or a customer facing role, ideally in e-commerce or D2C. Freshers who write and speak well are welcome to apply.
• Your written English is clear and warm. Hindi or Kannada is a strong plus.
• Calm under pressure. Empathetic by default. You own a problem until it is solved.
• At home with Shopify, a helpdesk tool (Freshdesk, Gorgias or similar), WhatsApp Business and courier dashboards.
• Organised. You notice details and you follow through.
• You spot patterns. When an order, an address or a buyer doesn't look right, you see it first.

How you'll know it's working

• First response time and resolution time.
• Member satisfaction (CSAT) score.
• On-time delivery rate, and fewer delayed or lost shipments.
• Repeat-contact rate: issues solved the first time.
• Share of delivered members who hear from us after delivery.
• Lower losses from suspicious orders and refund abuse.