Social Media Customer Support Representative

Role & responsibilities: Manage customer support across Email, Chat, WhatsApp, social media, and Calls. Independently handle complex queries, escalations, refunds, replacements, andcomplaints. Ensure adherence to TATs, SLAs, and quality benchmarks. Coordinate with logistics, warehouse, quality, and internal teams for issueresolution. Analyze customer feedback to identify recurring issues and process gaps. Maintain accurate documentation and update CRM / ticketing systems. Guide and support junior customer support executives when required. Drive improvements in CSAT, NPS, and First Contact Resolution (FCR)Preferred candidate profile: 4-6 years of experience in Customer Support / Customer Experience. Experience in D2C, E-commerce, Retail, Consumer Goods, Healthcare, or Lifestylebrands. Strong hands-on experience with CRM / Ticketing tools (Freshdesk, Zendesk,Salesforce, etc.). Excellent written and verbal communication skills. Ability to manage high ticket volumes and escalations professionally. Strong customer-first mindset with problem-solving abilities. Comfortable working in a fast-paced, high-ownership environment.Why Join Frido? Work with a fast-growing D2C consumer brand High-ownership role with direct business impact Opportunity to shape customer experience processes Collaborative, growth-oriented work cultureShare your resume here. sanjayshree.s@myfrido.comSubject: Role, you applied for_ candidate name_ exp