OYELA
Website:
oyela.in
Job details:
Senior Executive – Customer Experience
Type: Full-Time (Work From Office)
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 escalate 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.
Click on Apply to know more.
