Key Responsibilities
- Build long-term trust with customers so Hege becomes a recurring part of their household/office routine.
- Proactively follow up with customers to drive retention and reduce churn, especially around the critical 90-day usage window
- Handle customer queries, complaints, and escalations with empathy and speed (calls, WhatsApp, email)
- Track subscriber health metrics (delivery consistency, pause frequency, churn risk) and report insights to management
- Coordinate with the delivery/logistics team to ensure timely, accurate jar deliveries and smooth pause/resume/cancel requests
- Confirm current subscription orders and guide customers on choosing the right plan (Single/Couple/Family consumption tiers)
- Responsible for Positive Cashflows and outstanding customer dues for the dedicated territory, Coordination with logistics to streamline cashflow processes
What We're Looking For
- 2–3 years of experience in a Relationship Manager, Customer Support - preferably in D2C, beverages, or subscription-based FMCG
- Background in hospitality strongly preferred we value candidates who bring a genuine service-first, guest-experience mindset to how they treat customers
- Experience handling subscription-based or recurring-order customers is a strong plus
- Excellent communication skills (English + Hindi); comfortable on calls and WhatsApp-based support
- Strong problem-solving mindset with a customer-first attitude
- Comfortable using CRM tools, Excel/Sheets, and basic reporting
- Organized, detail-oriented, and able to manage a large base of recurring customers simultaneously
- Bachelor's degree preferred
Why Join Us
- Be part of a fast-growing wellness D2C brand redefining how India drinks water
- Direct, high-visibility role with real impact on customer retention and revenue
- Young, mission-driven team building something meaningful in the health & hydration space