Customer Support Executive

A customer-oriented individual who can communicate clearly, understand customer problems, think of practical solutions, and handle customers professionally.

 Resolving customer disputes.

* Making Feedback calls.

* Order verification, Taking care of Return & Replacements.

1. Audit Sage's handling on every escalated ticket Every time Sage hands a ticket to you, you start by reading the conversation Sage already had with the customer. Did Sage understand the question? Did it give a useful answer? Did it lose context after a few messages? If Sage made a mistake, you log the fault in the AI Fault Log sheet - what went wrong, what would have been better. Over weeks, you start spotting patterns: 'Sage keeps missing this kind of question'. Those patterns become training updates.

2. Read the case carefully, then decide the right channel Most customers don't ask the right question on the first try. You read the full thread, figure out what they actually need, and decide: does this get solved on the website, or on Sage? * If the solution lives on the website (returns with photo, refunds, full exchanges) - explain the steps clearly and redirect them. * If it's a Sage-fixable ticket - solve it and log the resolution details in the right ops sheet. * Replacements / missing items go to the e-commerce manager. Refunds go to the founder.

3. Suggest new automations - help Sage get smarter As you handle tickets, you'll start noticing repeat questions Sage SHOULD be handling but isn't. Each week you submit your suggestions - 'this question came up 12 times this week, here is how we could automate it'. Some of your ideas will become live Sage features. That is real impact.

4. Run 30 to 50 feedback calls per day You call recently-delivered customers, ask about their experience, and listen. Default English; switch to Hindi only if the customer is speaking Hindi. You are not selling. You are listening. The goal is to understand the customer better than they understand themselves.

5. Submit Daily and Weekly Insights Reports End of every day - a short summary of what stood out: complaints, surprises, repeat themes. End of every week - a deeper analysis: what is a recurring pattern, what is a new signal, what should we change about the product. These reports go directly to the founder. They shape real product decisions, packaging changes, and new launches. If you join, you will help shape what Art Therapy ships next. The customer voice flows through your reports.