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 quick. FY 26–27 is about scaling thoughtfully: current channels, recent 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 (India)
🏢 Hibiscus Monkey
📍 India