Customer Experience Executive

About the RoleWe are a D2C food brand on a mission to make healthy eating more convenient, more accessible, and genuinely enjoyable — for everyday people who care about what they put in their bodies. As we grow our customer base, we're looking for a Customer Experience Executive to be the frontline of our brand — someone who handles every customer interaction with speed, warmth, and care.This is a hands-on CX role covering inbound support, order resolution, and customer communication across our digital channels. You'll work closely with our operations and fulfilment teams to resolve issues end-to-end, and you'll help us identify recurring patterns that can improve our product and processes over time.Work Structure & Requirements Location: Remote / Virtual Schedule: Part-time Time Zone: Afternoons, 1–5 PM UKT Compensation: 8 USD per hour Key Responsibilities1. Customer Support Manage inbound customer inquiries across email, chat, and social media Resolve complaints, order issues, and product questions with speed and empathy Maintain high customer satisfaction scores and fast response times 2. Order & Issue Management Coordinate with fulfilment and logistics teams to investigate and resolve order delays, missing parcels, and damages Process refunds, replacements, and escalations within policy guidelines Track and document recurring issues to flag patterns to the wider team 3. Customer Communication Draft clear, warm, on-brand responses that reflect the company's voice Follow up proactively with customers on open and unresolved issues Support retention through thoughtful post-purchase outreach 4. Reporting & Insights Log all interactions and resolutions in the CX platform Surface customer feedback and recurring themes to inform product and operations improvements Help build and maintain FAQ documentation and response templates Required Skills & Experience Experience: 2+ years in a customer service, CX, or client-facing role — D2C or e-commerce background preferred Tools: Hands-on experience with Zendesk or a comparable CX ticketing platform required Communication: Excellent written English — warm, professional, and concise; confident handling difficult conversations with empathy Mindset: Proactive problem-solver with strong follow-through; comfortable working independently in a remote, async environment Nice to Have: Background in food, wellness, or lifestyle brands; familiarity with Shopify order management; experience with social media customer care (Instagram, Facebook) Originally posted on Himalayas