Senior Customer Support Executive

About the Role:

Frido is seeking a Senior Customer Support Executive to manage end-to-end customer support operations for our consumer-facing brand. This role demands hands-on ownership of customer interactions across multiple channels, ensuring exceptional customer experience, timely resolution, and continuous process improvement.

Role & responsibilities:

• Manage customer support across Email, Chat, WhatsApp, social media, and Calls.
• Independently handle complex queries, escalations, refunds, replacements, and

complaints.

• Ensure adherence to TATs, SLAs, and quality benchmarks.
• Coordinate with logistics, warehouse, quality, and internal teams for issue

resolution.

• Analyze customer feedback to identify recurring issues and process gaps.
• 
  Maintain accurate documentation and update CRM / ticketing systems.
• Guide and support junior customer support executives when required.
• Drive improvements in CSAT, NPS, and First Contact Resolution (FCR)

Preferred candidate profile:

• 4-6 years of experience in Customer Support / Customer Experience.
• Experience in D2C, E-commerce, Retail, Consumer Goods, Healthcare, or Lifestyle

brands.

• Strong hands-on experience with CRM / Ticketing tools (Freshdesk, Zendesk,

Salesforce, etc.).

• Excellent written and verbal communication skills.
• Ability to manage high ticket volumes and escalations professionally.

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• Strong customer-first mindset with problem-solving abilities.
• Comfortable working in a fast-paced, high-ownership environment.

Why Join Frido?

• Work with a fast-growing D2C consumer brand
• High-ownership role with direct business impact
• Opportunity to shape customer experience processes
• Collaborative, growth-oriented work culture

drop your resume here:

sanjayshree.s@myfrido.com
Subject: Role, you applied for_ candidate name_ exp