Hibiscus Monkey is a bootstrapped, science-backed D2C skincare brand built in Mumbai. We're a small, hands-on team of people who care deeply about what goes on skin — and about how customers experience every touchpoint with us. We crossed 100K Instagram followers this year, and we're growing fast. FY 26–27 is about scaling thoughtfully: current channels, new geographies, a bigger team — without losing what makes us real.

We don't have a playbook handed to us. We build ours as we go. If you find that exciting rather than unsettling, you'll fit right in.

The Role
- Customer care at Hibiscus Monkey isn't a ticket-closing operation. It's brand-building through every conversation. You'll be the human voice of a brand that takes skincare seriously — handling queries, solving real problems, turning a frustrated buyer into a loyal one, and feeding back intelligence from customers that shapes how we grow.
- You'll work across channels (WhatsApp, email, marketplace portals, DMs) and closely with our fulfilment, marketing, and product teams.



This is a foundational hire — the structures and standards you build will define CX at Hibiscus Monkey as we scale.

What you'll own
- Resolve customer queries across WhatsApp, email, Nykaa/Amazon seller portals, and Instagram DMs — with speed, warmth, and accuracy
- Handle order issues end-to-end: delivery delays, wrong shipments, returns, refunds, and exchange coordination with the fulfilment team
- Own complaint escalation: identify when something needs to go to fulfilment, product, or the founders — and make sure it does
- Build and maintain response templates, SOPs, and a basic FAQ library so quality stays consistent as we scale
- Track recurring issues, surface patterns, and report weekly insights to the team — "we're getting 30 queries about X, here's why" is exactly the kind of intelligence we need
- Coordinate with marketplace ops on seller tickets, return claims, and portal compliance requirements
- Support retention: proactive p

📌 Customer Care Executive (Mumbai)
🏢 Hibiscus Monkey
📍 Mumbai