Community Engagement Associate (night shift) (New Delhi)

Role & responsibilities - Manage customer and community interactions across Meta, Reddit, Email, Discord and LinkedIn. - Engage with WhatsApp community groups, keeping members active, informed and engaged. - Handle customer queries related to orders, shipping, refunds and product information end to end. - Provide timely, empathetic and solution-oriented customer support. - Handle customer complaints, de-escalate difficult conversations and ensure positive customer experiences. - Identify and escalate product feedback, recurring issues and medical-related queries to the relevant internal teams. - Maintain accurate customer records, interaction logs and tracking sheets. - Create and maintain FAQs, response templates and community updates. - Support customers throughout their journey, from placing an order to their initial weeks of using the wearable device. Preferred candidate profile - 3-5 years of experience in customer support, community management or customer experience. - Prior experience handling US or international customers is highly preferred. - Excellent written and spoken English with a natural, conversational communication style. - Solid interpersonal skills with an empathetic, customer-first approach. - Ability to handle customer complaints, resolve issues and de-escalate difficult conversations calmly. - Experience managing online communities across WhatsApp, Meta, Reddit, Discord and LinkedIn. - Comfortable handling order-related queries, shipping issues, refunds and product enquiries. - Organised, detail-oriented and proficient in maintaining customer records and trackers. - Quick learner with the ability to adapt to new tools, products and processes. - Comfortable working night shifts aligned with US time zones. - Familiarity with WhatsApp Business, Gmail, Google Sheets, Shopify, helpdesk platforms and AI tools is an added advantage. - Interest in health, wellness and consumer technology is desirable.