Customer Experience Agent

# Customer Experience Agent — Healix Scrubs
**Location:** South Delhi | **Type:** Full-time, shift-based | **CTC:** ₹3.5–5 LPA + night-shift allowance
**Openings:** 2 — one US shift (6:30 PM–3:30 AM IST), one UK/GCC shift (1:30 PM–10:30 PM IST)
## About Healix Scrubs
Healix Scrubs (healixscrubs.com) is a premium medical apparel brand built for nurses, doctors, and healthcare professionals. We design performance scrubs on our proprietary Aeroluxe™ fabric and sell them direct-to-consumer in the US, UK, Canada, and the GCC through Shopify Plus and TikTok Shop, fulfilled from our California warehouse.
The brand is operated by AA Brands Inc. (US) with our team based in South Delhi. One year in and scaling fast, we're now hiring our first full team. Everyone who joins owns their function end to end.
## What You'll Do
- Own tickets on Gorgias across email, live chat, and Instagram/TikTok/Facebook DMs
- Handle escalations from our AI support agent — you take the conversations that need human judgment
- Order support in Shopify: edits, address changes, cancellations, tracking updates
- Returns and exchanges end-to-end: initiate, track pickups, process refunds per policy
- Resolve delivery issues (lost/delayed/damaged) with our US warehouse and carriers
- Flag recurring product, sizing, or quality issues to the ops team
- Maintain macros and help-center articles as policies evolve
## Targets You'll Own
- First response time under 2 hours
- Resolution within 24 hours
- CSAT ≥ 4.7/5
## What We Need
- 1–3 years in customer support, ecommerce/D2C preferred
- Excellent written and vocal English — clear, warm, concise (US/UK customer base)
- Commitment to a fixed shift (mention your preferred slot when applying)
- Familiarity with Gorgias, Zendesk, or Freshdesk; Shopify experience a plus
- Calm under promo-day volume; genuinely likes solving customer problems
## Bonus Points
- **Super bonus:** daily hands-on use of Claude or similar AI tools — we work AI-first, and every role here builds with AI, not around it
- Arabic and spanish speaking is an advantage
## Apply
Send your CV to **info@healixscrubs.com** with subject "CX Agent — [US shift / UK-GCC shift] — [Your Name]".

Work arrangement
No