Customer Support Associate

Job Description

Novora is a direct-to-consumer (DTC) brand redefining the future of medical apparel via proprietary fabric technology and innovative garment construction and design. Our mission is to inspire a new aura of medical professionals by developing technologically advanced medical apparel.

As we scale, we’re looking for a dynamic, detail-oriented, and customer-centric Operations & Customer Support Executive to join our team and play a critical role in ensuring smooth operations and delivering an exceptional customer experience.

Responsibilities
Act as the primary point of contact for customer inquiries via email, WhatsApp, and phone calls.
Provide prompt, empathetic, and solution-driven responses to customer queries regarding orders, returns, sizing, and product details.
Troubleshoot issues and escalate complex cases when necessary, ensuring customer satisfaction at every touchpoint.
Stay up-to-date on company policies to offer accurate assistance to customers.
Maintain accurate records of customer interactions and transactions.
Oversee fulfillment, ensuring timely dispatch and delivery of the orders.
Manage returns, exchanges, and refunds efficiently while maintaining brand trust.
Work closely with logistics partners to optimize shipping timelines and reduce delays.
Identify bottlenecks in operations and suggest improvements to boost customer satisfaction and operational efficiencies.
Maintain reports on order trends, customer feedback, and common issues to further refine processes.
Collaborate with the marketing and product teams to relay customer insights and drive product innovation.

Qualifications
Minimum of bachelors degree.
1-3 years of experience in customer support, operations, or e-commerce.
Strong communication skills with a customer-first mindset.
Proficiency in spoken and written English required.
Hands-on experience with Shiprocket and Shopify preferred.
Ability to multitask, stay organized, and work in a fast-paced environment
Problem-solving attitude with a keen eye for detail.
Passion for building a brand that celebrates and supports medical professionals.

Why Join Novora?
Be part of a growing brand shaping the future of medical apparel globally.
Work in a dynamic, customer-driven environment where your contributions directly impact our success.
Competitive salary, growth opportunities, and a mission-driven culture.
Opportunity to work with and learn from a global leadership team.

If you’re ready to make a difference in the lives of healthcare professionals, we’d love to hear from you!

Apply now by sending your resume at support@getnovora.com