Customer Support Executive – Mail & Chat Support

Company: BeastLife

Location: Gurugram

Work Mode: Work From Office

Experience: 1–4 Years

Employment Type: Full-Time

About BeastLife

BeastLife is a fast-growing D2C sports nutrition and wellness brand focused on building high-quality products and experiences for consumers who are serious about fitness, nutrition and an active lifestyle.

We are looking for an experienced Customer Support Executive to join our customer experience team. The role will involve handling customer interactions through Email and Live Chat, ensuring timely, accurate and customer-focused resolutions.

Candidates with experience in D2C, E-commerce, Nutraceuticals, Sports Nutrition, FMCG, Health & Wellness or other consumer-facing brands will be preferred.

Key Responsibilities

• Handle customer queries through Email and Live Chat.
• Resolve customer concerns related to orders, deliveries, returns, refunds, replacements, cancellations and payments.
• Handle product-related queries with accurate and appropriate information.
• Understand customer requirements and provide clear, professional and solution-oriented responses.
• For candidates from the Nutraceuticals, Sports Nutrition or Health & Wellness industry, handle relevant product and general nutrition-related customer queries appropriately.
• Coordinate with Operations, Logistics, Warehouse, E-commerce and other internal teams to resolve customer issues.
• Ensure all customer queries are resolved within defined TAT and SLA.
• Maintain accurate records of customer interactions, complaints and resolutions.
• Follow customer support SOPs, escalation processes and quality standards.
• Identify recurring customer issues and highlight them to the relevant internal teams.
• Handle multiple conversations/tickets efficiently while maintaining response quality.
• Contribute towards improving customer satisfaction and overall customer experience.

Preferred Candidate Profile

• 1–4 years of experience in Customer Support / Customer Service.
• Prior experience handling Email Support and/or Live Chat Support.
• Experience in D2C or E-commerce customer support will be strongly preferred.
• Candidates from Nutraceuticals, Sports Nutrition, Protein & Supplements, FMCG, Health & Wellness or Consumer Brands are encouraged to apply.
• Strong written communication and comprehension skills.
• Good typing speed and ability to handle high-volume customer interactions.
• Strong problem-solving and ownership mindset.
• Comfortable working with Excel/Google Sheets and customer support or ticketing platforms.
• Ability to work in a fast-paced D2C environment.

Industry Experience We Prefer

D2C | E-commerce | Nutraceuticals | Sports Nutrition | Protein & Supplements | Health & Wellness | FMCG | Consumer Brands

Candidates who have previously worked with sports nutrition, protein, supplement, nutraceutical or wellness brands will be given preference.

Performance Parameters

• Customer Satisfaction (CSAT)
• First Response Time
• Resolution TAT
• First Contact Resolution
• Quality Score
• Productivity
• SLA Adherence
• Complaint Resolution
• Escalation Management

What We Are Looking For

We are looking for someone who understands that customer support is not just about answering queries, but about taking ownership of customer problems and delivering a positive customer experience.

If you have experience managing D2C customer queries through Mail and Chat, understand the expectations of online consumers and can work effectively in a fast-paced environment, we would like to hear from you.

Immediate joiners or candidates with a short notice period will be preferred.

Location: Gurugram | Work From Office