Operations Associate - Customer Success

snooplay.in; Dadri; On-site; INR 300,000 - 500,000; Full time

Job summary

A fast-growing e-commerce company in India is seeking a Customer Success professional to support their quick commerce expansion. This role involves outbound and inbound calling to engage customers, resolve issues, and provide assistance. Candidates should have strong communication skills, experience in e-commerce support, and be comfortable with WhatsApp interactions. This position offers a chance to drive customer adoption while ensuring a great experience from day one.

Qualifications

• 1–3 years in e-comm support or inside sales preferred.
• Strong communication and customer handling skills.
• Comfortable with calls and WhatsApp follow-ups.

Responsibilities

• Inform and re-activate customer base about new categories.
• Guide customers, resolve issues and ensure smooth experience.
• Coordinate with logistics to resolve order issues.

Job description

Snooplay started as a curated toys & games marketplace, and we’re now expanding into vertical quick commerce for babies and kids in Delhi NCR - bringing toys, baby essentials, kids fashion, gear, and everyday parenting needs with ~60-minute delivery.

Role Summary

This role has two parts:

• Outbound calling to inform and re-activate our customer base about Snooplay’s new categories + 60-min delivery.
• Inbound calls & WhatsApp support to guide customers, resolve issues quickly, and ensure a smooth end-to-end experience.
• Call Snooplay’s existing customers to inform them about:
• New baby & kids categories now live
• 60-minute delivery availability in Delhi NCR
• Current offers / app benefits (as applicable)
• Convert interest into orders through WhatsApp follow-ups
• Maintain calling notes and outcomes (connected/not connected, intent, next follow-up, conversion)
• Share customer feedback and patterns with the team (requests, gaps, objections, common questions)

Part 2: Inbound Calls & WhatsApp (Customer Support + Experience)

• Product suggestions (age/need/budget-based)
• Order status, delivery ETA, modifications/cancellations
• Coordinate with the logistics partner and warehouse/dark store to resolve issues quickly
• Manage replacements/returns/refunds as per policy and ensure timely closure
• Escalate and track issues with relevant stakeholders until resolved (no loose ends)
• Key Stakeholder Coordination
• Work closely with: dark store/warehouse, logistics partner, customer ops, category team, tech, and marketing
• Ensure updates are communicated clearly to customers with ownership and timelines

Tools + Reporting

• Maintain trackers in Google Sheets/Excel (daily calling, issues log, resolutions, TAT)
• Suggest simple SOPs for repeat issues to make support faster and predictable

Requirements

• Strong communication and customer handling (polite, confident, solution-first)
• Comfortable with calls + WhatsApp follow-ups
• Basic Google Sheets/Excel (trackers, reporting)
• Ownership mindset and fast turnaround
• Preferred: 1–3 years in e-comm support / D2C ops / inside sales / quick commerce

Why this role is exciting

You’ll work at the center of Snooplay’s quick commerce expansion—driving customer adoption while ensuring a great experience. High ownership, high learning, and real impact from day one.

How to Apply

Send your resume + a short note on why you’re a fit to: [e-mail] with the Subject line: Customer Success – Your Name