Customer Support Specialist

About the job

Who we areEcoright builds thoughtful, sustainable products for everyday life sold directly to customers across our websites and marketplaces. The experience after "Add to Cart" is as much our product as the product itself, and this role owns that experience.Ecoright is also the anchor of a small house of brands: a few distinct D2C labels under one roof, each with its own voice, audience, and customer. You'll be the human on the other end for all of them. The roleYou are the first person a customer talks to and the person who makes sure their order actually shows up. That's two jobs that most companies split here they sit together, because the person answering "where is my order?" should be the same person who can go find out. You'll move fluidly between talking to customers and coordinating with our warehouse and courier partners to keep promises. What you'll doOwn customer conversations across every channel

• Respond to customer queries over phone, WhatsApp, email, and social media (Instagram DMs and comments) with warmth, speed, and accuracy adapting tone to fit each of our brands.
• Handle the full range: order status, product questions, sizing, exchanges, returns, refunds, complaints, and the occasional "just checking in."
• Keep response times tight and follow-ups closed no customer left waiting, no thread left hanging.

Coordinate logistics and delivery operations

• Track shipments end to end and proactively flag delays before the customer has to ask.
• Coordinate with courier partners on NDRs (non-delivery reports), RTOs (return to origin), reattempts, and stuck shipments.
• Process returns and exchanges, arrange reverse pickups, and follow refunds through to completion.
• Liaise with the warehouse/dispatch team on order accuracy, holds, and priority shipments.

Keep the operation tidy

• Log every interaction and maintain clean, accurate records in our helpdesk/CRM and order systems.
• Spot recurring issues (a courier hub that keeps failing, a product question that keeps coming up) and raise them so we fix the root cause, not just the ticket.
• Support day-to-day operational tasks that keep orders flowing.

What we're looking for

• 12 years in customer support, customer success, or D2C/e-commerce operations (freshers with exceptional communication will be considered).