Customer Delight Executive

About Nua

Nua is a venture-funded, direct-to-consumer (D2C) brand transforming women’s wellness in India. Starting with our innovative, chemical-free and India’s only fully customisable sanitary pads, we are on a mission to develop holistic and personalized solutions for solving real problems that women face. We do this by building a wellness platform with outstanding products, an impactful community and a personalized customer experience. With a growing community of over 10 lakh women, we are already India’s largest and most engaged digital-first FemTech brand.

Our story began with a pad. And not just any pad that could be picked off the shelves but one that was truly thought around a woman’s needs. Since then, we have grown multi-fold with innovative, inclusive and effective products that are Made Safe certified and backed by science. We continue to co-create products with our community and fuel the D2C revolution through deep consumer insights and investments in technology.

Nua has raised over $22 million in venture funding, backed by marquee investors including Lightbox Ventures, Kae Capital, Mirabilis Investment Trust, Deepika Padukone and Vindi Singh Banga, and Kamini Banga of the Banga family office. If you are as passionate as we are in making a difference and creating real impact in a rapid-paced and wildly creative environment, then you might just be the person we are looking for.

About the Role

At Nua, we obsess over customer experience. Every customer conversation is an opportunity to make women feel truly valued, especially when resolving their most critical concerns.




We are looking for an Escalation Desk Executive within the Customer Experience Team to manage high-severity customer cases that require thoughtful investigation, sound judgment, and end-to-end ownership. In this role, you will work closely with your reporting manager and cross-functional teams to resolve complex customer issues, drive timely resolutions, and turn challenging experiences into positive ones.
The Escalation Desk is part of our larger Community Management team and plays a key role in delivering exceptional customer experiences.
Nua isn't your typical workplace—an open work environment, a lean team structure, and a culture where no idea is a bad idea define us. You will work in a collaborative workplace with strong work ethics, meaningful growth opportunities, well-deserved recognition, and an uncompromising commitment to work-life balance. Above all, you will have the opportunity to solve real customer problems and make a lasting impact.

Key Responsibilities:

Handle complex customer escalations that require critical thinking and sound judgment beyond scripted responses.
Take ownership of high-severity customer cases from initial investigation through to resolution.
Communicate with customers through email, phone, and chat in a professional and timely manner.
De-escalate challenging situations through active listening, empathy, and effective communication.
Acknowledge customer concerns respectfully, remain calm under pressure,



and respond professionally in difficult conversations.
Manage multiple customer investigations simultaneously while maintaining accuracy, quality, and timely follow-up.
Follow through on commitments, provide regular updates, and ensure timely case resolution.
Escalate issues internally when required and collaborate effectively with cross-functional teams to achieve the best outcome.
Engage confidently with internal stakeholders across the organization as needed.
Identify recurring customer trends and proactively share insights to improve products, processes, and the overall customer experience.
Work independently with minimal supervision while demonstrating accountability, reliability, and strong ownership of assigned cases.

Job Requirements:

Bachelor's degree in any discipline.
Excellent verbal and written communication skills.
Comfortable communicating with customers in both Hindi and English.
Ability to speak Tamil or Telugu is a plus, but not required.
Strong problem-solving and analytical skills with the ability to make informed decisions in complex situations.
Strong organizational skills with the ability to prioritize and manage multiple cases simultaneously.
High level of accountability, reliability, and attention to detail.
Ability to remain calm and composed while handling frustrated or dissatisfied customers.
Customer-first mindset with strong empathy and professionalism.
Cooperative mindset with the ability to work effectively across cross-functional teams.
Enthusiastic, passionate, and eager to learn.
Comfortable working in a startup environment.
Experience in travel, hospitality, e-commerce, D2C, or other consumer-facing industries is preferred.

📌 Customer Support Executive (Thiruvananthapuram)
🏢 Nua
📍 Thiruvananthapuram