D2C Customer Success Associate

Min Experience: 2 years

Location: Noida

JobType: full-time

We are looking for a Customer Success Associate to play a key role in delivering a seamless and engaging experience across all customer touchpoints in a growing D2C environment. This is a dynamic, multi-functional role that goes beyond traditional customer support—combining customer conversations, marketplace coordination, operational support, and on-ground brand engagement.

You will be the voice of the brand, interacting directly with customers across digital platforms and ensuring every interaction reflects a warm, thoughtful, and personalized experience. The role requires someone who enjoys building relationships, understands customer needs, and can turn conversations into meaningful engagement and conversions. Alongside customer success, you will contribute to marketplace growth, assist in operations, and support brand events, making this an ideal role for someone who thrives in a fast-paced, evolving setup.

Requirements

Key Responsibilities

• Manage customer interactions across channels such as WhatsApp, Instagram, website chat, email, and marketplaces
• Provide product guidance including usage, care, styling, and recommendations through consultative conversations
• Convert customer inquiries into sales while maintaining a strong brand voice and experience
• Handle order-related queries, returns, exchanges, and post-purchase support efficiently
• Support marketplace operations including listings, catalogue updates, offers, and customer feedback tracking
• Monitor reviews and ratings, and proactively engage to enhance customer satisfaction
• Coordinate with internal teams such as warehouse and operations for order fulfillment and issue resolution
• Track and follow up on delayed or special orders to ensure timely delivery
• Assist during sales campaigns and high-demand periods to ensure smooth execution
• Support on-ground brand activities such as pop-ups, exhibitions, and events, including customer interaction and sales
• Capture customer insights and feedback to improve products, content, and overall experience
• Assist in influencer coordination, sampling requests, and basic B2B inquiries

What Makes You a Great Fit

• Strong communication skills in English and Hindi with the ability to build rapport with customers
• A customer-first mindset with a natural ability to engage, guide, and convert conversations
• Organized, proactive, and comfortable managing multiple responsibilities simultaneously
• Interest in lifestyle, design, or home décor products with an eye for aesthetics
• Ability to maintain a consistent and thoughtful brand experience across all interactions
• Comfortable working in a fast-paced D2C environment with evolving priorities
• Willingness to participate in on-ground events and represent the brand confidently
• Experience in D2C, e-commerce, or retail is a plus but not mandatory
• Strong sense of ownership, attention to detail, and commitment to delivering excellent customer experiences