Customer Support Executive

Zepto, founded in 2021, has quickly become one of India’s most dynamic rapid‑commerce platforms. With a mission to save time for millions of customers, the company operates a network of hyper‑local fulfillment hubs across more than 50 cities, delivering a catalog of over 45,000 products in minutes. Backed by leading investors and a tech‑first mindset, Zepto blends cutting‑edge logistics, AI‑driven demand forecasting, and a customer‑centric culture to redefine everyday shopping.

The Customer Experience team is the front line of this mission. As a Customer Support Executive, you will be the voice that turns a frustrated shopper into a loyal advocate. You will handle inbound calls, live‑chat, and email queries related to order status, delivery issues, payments, refunds, cancellations, and product discrepancies.

The role demands quick thinking, empathy, and the ability to juggle multiple platforms while maintaining high CSAT scores.

Key Responsibilities

• Respond to customer queries across phone, chat, and email channels with professionalism and speed.
• Investigate and resolve issues concerning delayed deliveries, payment failures, refunds, and damaged or missing items.
• Coordinate with delivery partners, store operations, and internal teams to ensure timely issue closure.
• Accurately log all interactions and resolutions in the CRM system.
• Process eligible refunds, replacements, and cancellations as per company policy.
• Meet or exceed targets for CSAT, response time, and productivity.
• Escalate complex cases to senior support or specialized teams.
• Stay updated on product catalog, pricing, and policy changes to provide correct information.
• Contribute to knowledge‑base articles and process improvements.
• Adhere to SOPs, SLAs, and company guidelines at all times.

Tech Stack & Tools: The role primarily uses CRM platforms such as Freshdesk or Zoho Desk, ticketing systems, order‑management dashboards, and communication tools like Microsoft Teams and Slack. Basic proficiency in MS Office and spreadsheet analysis is also beneficial.

Growth Path: High performers can progress to Senior Customer Support Executive, Team Lead, and eventually Operations Manager or Product Support Specialist, with opportunities to move into analytics or strategy roles within Zepto’s fast‑growing ecosystem.

Why Join Zepto?: Working at Zepto offers exposure to a hyper‑scale startup environment where decisions are data‑driven and impact is visible instantly. Employees enjoy a collaborative culture, rapid career progression, and the chance to shape the future of instant commerce in India. The company also provides flexible shift patterns, learning budgets, and a vibrant workplace that celebrates innovation and customer obsession.