Customer Support Agent

Description

Marketplace: Frankly Wearing

Location: Gurugram

Type: Hybrid



About Frankly Wearing

At Frankly Wearing, we’re building something different from a traditional merch platform.

We are a leading Indian merchandise marketplace that allows independent artists, creators, and NGOs to sell custom-designed apparel and accessories in an automated manner.

We’re looking for a Customer Support Agent to be the first point of contact for our customers and creators, making sure every shipping, refund, order, and account query is resolved quickly, accurately, and with care.

Role Overview

This is a hands-on, service-first role focused on customer experience, creator support, and first-contact resolution.

You will support customers and creators across email, live chat (WhatsApp), Instagram DMs, and, in some cases, phone calls. You will resolve queries related to shipping, refunds, orders, account support, and creator queries, following clear SOPs for every case. We will be moving to Zendesk in the future, and you will be trained on it when we do.

You should enjoy talking to people, solving problems, and turning a frustrated customer into a happy one.

What You’ll Own

Customer Service

• Handle customer and creator queries via email, live chat (WhatsApp), Instagram DMs, and calls where required: order status, shipping delays, refunds, reprints, account issues, and creator queries
• Follow standard operating procedures (SOPs) to deliver accurate, policy-compliant resolutions on first contact
• Log and categorize all tickets and conversations accurately
• Escalate cases that fall outside standard resolution paths to the Manager
• Participate in onboarding, training sessions, and team check-ins
• Flag recurring customer issues or process gaps to the Manager for review
  
  

Requirements

What We’re Looking For

Must-have

• 1+ years in customer service or support (email, chat, or social media support strongly preferred)
• Excellent written and spoken Hindi and English: clear, professional, and empathetic communication
• Comfortable working from our Gurugram office 3 days a week (hybrid), 10 AM – 7 PM (flexible timings)
• Comfortable using AI tools to draft messages, replies, and scripts
• Graduate degree (any stream)
  
  

Strong Plus

• You take ownership of customer issues and don't consider a ticket closed until the customer has a real resolution
• You follow SOPs carefully and escalate the right things. You don't guess when you're outside your scope
• You're comfortable in a high-volume queue environment and maintain quality even during peak periods
• You communicate proactively within the team and flag issues early.
• Hands-on experience with Zendesk or a similar CRM / helpdesk tool is a plus
  
  

Benefits

Why Join?

Frankly Wearing is a part of Articore Group, the global company behind leading creator-commerce marketplaces such as Redbubble and TeePublic.

This gives our team a unique opportunity to combine the speed, ownership, and entrepreneurial culture of a growing startup with the resources, expertise, and global network of an international creator-commerce business.

You'll directly shape how customers and creators experience Frankly Wearing and play a key role in helping thousands of niche creators build meaningful merch businesses.

This role is ideal for someone who loves helping people, communities, and internet culture.

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