Role: Customer Experience Head/Lead

Reporting to: COO

Brief: As Customer Experience Head/Lead, you will build and own the entire customer experience function at our company from the ground up.

You will setup the SOPs, manage escalations, handle customer experience as a Pro. You will lead a team.

Key Responsibilities:
Design and document all Customer Experience SOPs from scratch response templates, escalation protocols, tone of voice, and resolution playbooks
Produce reports for stakeholders
Spot early signals of product issues, packaging problems, or unmet customer needs before they surface as returns or negatives reviews
Define resolution paths for complaints, damaged products, delayed orders, and negative reviews
Own Amazon Review response strategy monitor Q*A, flag listing issues, and coordinate with various stakeholders on content improvements driven by customer feedback
Lead customer experience team

Mandatory Requirement
7 to 10 years of customer support, customer experience, or community

management
Experience handling D2C brand is a must




Hands -on experience using Customer Support tools
Exceptional written and verbal communication skills
Proficiency in Google Workspace and Microsoft Office
Ability to manage multiple priorities simultaneously
Attention to detail
Has led a team or mentored a junior

Additional Requirement
Prior experience in e-commerce or startup
Prior experience in automation flows
AI Adaptability

Who You Are
Empathetic but Analytical you genuinely care about customers and can also convert their feedback into business decisions
Builder – you are energised by creating systems and processes, and not just follow them
Ownership – you treat brand’s reputation as your own and don’t wait to be told when something needs fixing
Resilient – complaint queues and angry customers don’t rattle you
Curious – you are always asking why a customer complained, not just resolving the tickets

📌 Customer Experience Head/ Lead Gurugram C Exp Mandate Haryana (India)
🏢 Talent Corner HR Services
📍 India