Customer Support Executive

Customer Support Executive — Printrove

Printrove is Indias leading Print-on-Demand dropshipping platform, powering thousands of merchants with seamless integrations, fast fulfillment, and a wide product range. We empower Merchpreneurs, artists, creators, entrepreneurs, and startups to bring their brand ideas to life without worrying about operations.

Role Overview

The Customer Support Executive will be the primary point of contact for merchants, responsible for resolving queries with empathy, owning day-to-day operational issues, and proactively helping merchants succeed with Printrove. This role is roughly 70% reactive support (tickets, calls, shipping issues) and 30% proactive success activities (onboarding, engagement).

Key Responsibilities

Customer support (Reactive)

• Respond to merchant tickets, calls, and live chat on Zoho Desk with empathy and accuracy.
• Process NDR (Non-Delivery Report) actions daily and troubleshoot order/shipping/printing/integration issues.
• Escalate recurring or critical issues to operations or product teams and track resolutions to closure.
  
  

Customer success (Proactive)

• Onboard new merchants: guide integrations, catalog access, and first sample orders.
• Encourage success milestones (first order, Business Plan upgrades, scaling monthly volumes).
• Track merchant health metrics (order frequency, repeat rates, quality issues) and follow up proactively.
• Collaborate with Sales/KAM to identify upsell and cross-sell opportunities.
  
  

Collaboration & ownership

• Document recurring issues and feedback on ClickUp to drive process improvements.
• Partner with Operations to resolve root causes of quality or shipping complaints.
• Support Marketing in community campaigns, webinars, and merchant engagement initiatives.
• Maintain and improve knowledge base, playbooks, and SOPs.
  
  

What Success Looks Like

• Merchant queries are resolved quickly with minimal escalations.
• New merchants complete onboarding smoothly and place their first orders.
• Improved merchant retention and increased order volumes.
• Proactive engagement drives measurable increases in Business Plan upgrades and repeat orders.
  
  

What Were Looking For

• 13 years of experience in Customer Support / Customer Success, ideally in SaaS, eCommerce, or D2C (freshers welcome).
• Strong written and verbal communication in English (Hindi/Tamil a plus).
• Empathy-driven: ability to listen, understand, and solve problems like a partner.
• Comfortable with tools such as Zoho Desk, Zoho CRM, ClickUp, Shopify/WooCommerce.
• Proactive, process-oriented, and comfortable in a fast-paced startup environment.
  
  

Why join Printrove?

• Be part of a movement of Merchpreneurs shaping Indias eCommerce ecosystem.
• Own impactful work  youre helping drive merchant growth, not just answering queries.
• Work with a team that values compassion, honesty, ownership, innovation, curiosity and empowerment.
• Clear growth path: Customer Support Executive → Customer Success Executive → KAM / BDE.
  
  

Benefits & Logistics

• Health insurance
• Paid sick time
• Provident Fund
  
  

Additional Details

• Ability to commute/relocate to Choolai, Chennai is preferred.
• Experience: Customer support — 1 year (preferred).
• Language: Hindi (preferred).
  
  

Skills: customer,zoho,empathy,customer support,ownership,ecommerce