Customer Service Executive
Hype Fly • Juhu, Mumbai
About Hypefly India Hypefly India is one of India's largest authenticated marketplaces for premium sneakers, streetwear, beauty, watches and collectibles. 7 years old, profitable, recently funded, and scaling fast — 65,000+ customers across 1,000+ cities, trusted by some of the biggest names in the country. About the Role You'll be the voice of Hypefly to our customers — handling queries, orders and escalations across WhatsApp, email and calls. This is a systems-heavy role: you'll work across multiple internal tools (order management, tracking dashboards, sheets) at speed, and solving a customer's issue usually means navigating these systems quickly to find the answer. You'll report to our Head of Customer Relations and work from our Juhu office. Key Responsibilities: Handle customer queries end-to-end on WhatsApp and email — orders, delivery timelines, product questions Make outbound calls to customers for abandoned checkouts, order changes and out-of-stock alternatives Navigate internal systems and dashboards quickly to trace orders, check statuses, and resolve issues independently Own escalations and resolve them fast, with judgement and empathy Coordinate NDR follow-ups with the operations team to ensure deliveries complete Manage returns, exchanges and refund requests as per policy Keep customer records and order notes updated accurately across systems Learn our internal processes deeply — the faster you understand how things work end-to-end, the faster you solve Requirements: 2–4 years in customer service, preferably at an e-commerce or D2C company Fast and confident on a laptop — comfortable working across multiple tools, tabs and dashboards at once; you pick up new systems quickly A quick learner who understands processes end-to-end, not just scripts — you connect the dots to solve issues yourself Excellent written and spoken English — support is on chat, email and phone Comfortable making calls to customers — clear, polite and persuasive on the phone Calm under pressure; organised enough to juggle multiple conversations without dropping threads Working knowledge of Hindi Interest in sneakers, fashion, or beauty is a plus What We Offer: Work directly with a lean, fast-moving team — no bureaucracy Growing company: 14 → 30+ people this year across three cities Employee of the Month bonus Location & Work Mode Location: Juhu, Mumbai (Work from Office) | Experience: 2–4 years | Openings: 3 Working days: Monday to Saturday | Timing: 10:30 AM – 8:30 PM
