Customer Support Executive

About Shadowfax Technologies

Shadowfax stands as India's leading on-demand tech-enabled gig marketplace, facilitating businesses to outsource last-mile deliveries. Utilizing advanced technologies such as machine learning and artificial intelligence, it offers scalable supply solutions tailored for the rapidly expanding and diverse hyperlocal distribution market while prioritizing exceptional end-user experiences.

The Shadowfax mobile application, with more than two million downloads, serves as a comprehensive platform for delivery operations across various channels, ensuring consistent earnings for delivery partners involved in e-commerce and hyperlocal platforms. The company is steadily broadening its operational reach by venturing into sectors like e-commerce, hyperlocal services, and new domains such as grocery supply.

Shadowfax cultivates a supportive culture through empathetic policies aimed at improving delivery workers' lives, reshaping blue-collar delivery roles into attractive career paths. Collaborating with Shadowfax offers strong income potential, flexible scheduling, and financial benefits like loans and insurance.

In October 2021, the company unveiled India's first Delivery SuperApp, a unified platform enhancing delivery partners' opportunities.

Founded in 2015 by Abhishek Bansal, Gaurav Jaithliya, Praharsh Chandra, and Vaibhav Khandelwal, Shadowfax has grown to nearly 5,000 employees and serves over 125,000 daily active delivery partners across more than 1,100 Indian cities. It completes 20 million orders monthly from 100+ leading brands, spanning 9,500+ postal zones. Their clientele spans industries including e-commerce, food, grocery, FMCG, electronics, consumer durables, pharmaceuticals, apparel, automobiles, BFSI, and insurance.

The company's culture embraces first-principle thinking, problem solving, constructive feedback, engagement, inclusivity, and diversity, which underpin all organizational actions.

Role Responsibilities

• Managing customer inquiries and grievances through diverse communication channels.
• Delivering timely resolutions to ensure customer satisfaction.
• Collaborating with internal teams to guarantee seamless service execution.
• Gathering and conveying client feedback to enhance overall experience.
• Accurately documenting every customer interaction.
• Achieving set standards for quality and performance.

Required Expertise and Tools

• Minimum of 1 to 3 years experience in customer support roles, preferably in domains including direct-to-consumer, on-demand services, hyperlocal delivery, or beauty and wellness industries.
• Proficiency in both English and Hindi languages.
• Practical experience with CRM or cloud telephony platforms such as Exotel, Knowlarity, Ozonetel, or similar tools.
• Knowledge of ticketing systems like Zoho Desk, Freshdesk, Zendesk, or comparable alternatives.
• Ability to multitask effectively across calls, live chat, and ticket management systems concurrently.