Community Associate (Customer Support)

Location: On-site in Chennai, Tamil Nadu, India; flexible availability for IST evening and morning shift rotations. On-site work is required during training and the live chat rollout phase.

Company

hirify.global is a fashion marketplace built around community-driven buying, selling, discovery, and personal style.

What you will do

• Support hirify.global users through email, messenger, social channels, and live chat.
• Research and resolve time-sensitive questions about orders, accounts, shipping, payments, and listings.
• Triage conversations by resolving issues directly, handing them off to specialized teams, or logging offline cases.
• De-escalate frustrated customers through active listening, empathy, and clear ownership language.
• Navigate chat, CRM/order history, knowledge base, and internal case tools to provide accurate real-time support.
• Meet case-volume and customer-satisfaction goals, gather user feedback, and contribute to team projects and process improvements.

Requirements

• Bachelor’s degree in any discipline.
• 1–3 years of total experience, including 6–12 months in customer service.
• Exceptional written communication with a clear, grammatically accurate, and warm tone.
• Typing speed of at least 40 WPM with 95% or higher accuracy; 50+ WPM is preferred for concurrent chats.
• Sound judgment for issue triage, escalation, and case documentation, with composure and empathy under pressure.
• Flexible availability for shift rotations, including IST evening and morning hours, and willingness to work on-site during training and the live chat rollout phase.

Nice to have

• Live chat experience in e-commerce or marketplace platforms.
• Experience with Salesforce Service Cloud or a comparable chat or CRM platform.
• Experience handling two or more concurrent chats.
• Background in dispute resolution, trust and safety, or fraud-related support.

Culture & Benefits

• Structured live chat training and certification with a gradual concurrency ramp.
• Training begins with one chat, progressing to two and then up to three concurrent chats as quality and speed improve.
• Opportunities to mentor new team members and contribute to process improvements.
• Approved response macros and templates are used as starting points while maintaining personalized, human communication.

Hiring process

• Complete live chat training and certification before progressing to concurrent chat handling.
• Advance through the concurrency ramp after consistently meeting quality and speed expectations.