At &Done;, we’re redefining what high-performance haircare looks like for Indian hair. Backed by biotechnology and scientific precision, our formulations are designed specifically for Indian hair and weather—delivering results global brands weren’t built to offer.
We started in salons, earning the trust of top stylists across India, and are now scaling rapidly through our direct-to-consumer launch.
Founded by Saumya Yadav (Stanford GSB ’19, IIT Delhi ’13; ex-Urban Company, ex-Udayy) and Atit Jain (BITS Pilani ’09; 2X founder – Pluss, Bulbul; ex-VC at Elevation Capital), we’re VC-backed and building a category-defining brand from the ground up.
Role Overview
The Customer Success Executive will be responsible for managing customer interactions across channels, ensuring seamless resolution of queries, and creating a delightful post-purchase experience. This role plays a critical part in building brand loyalty and strengthening long-term customer relationships.
Key Responsibilities
Customer Support & Resolution
Handle customer queries via email, WhatsApp, social media, and calls.
Ensure timely, empathetic, and effective resolution of complaints or concerns.
Track and close customer tickets within defined SLAs.
Customer Relationship Management
Proactively follow up with customers to ensure satisfaction.
Build long-term engagement through personalized communication.
Identify opportunities for upselling or cross-selling where relevant.
Feedback & Insights
Collect and analyze customer feedback to identify trends.
Share insights with marketing, product, and operations teams.
Contribute ideas to improve customer journeys and reduce friction points.
Process & Documentation
Maintain accurate records of customer interactions in CRM/tools.
Help refine FAQs, help guides, and support SOPs.
Support in improving internal processes for better customer experience.
Key Requirements
1–3 years of experience in Customer Success / Customer Support / CRM roles (preferably in D2C, beau