Customer Support Associate

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 [email protected]