Responsibilities:● Oversee end-to-end customer experience operations across WhatsApp, calls, email, Instagram DMs, social media comments, and other customer touchpoints.● Handle and resolve complex or high-priority customer escalations with a focus on timely and effective resolution.● Manage order-related queries as well as skincare related queries and assist the team with the brand aligned resolution.● Monitor customer reviews and feedback across relevant platforms and ensure appropriate responses and follow-ups.● Identify recurring customer issues and work with relevant teams to improve the overall customer journey.● Lead, mentor, and support the CX team to ensure consistent customer service and performance standards.● Conduct regular quality checks of customer conversations and calls to identify gaps and improvement areas.● Provide constructive feedback and coaching to team members and identify training needs.● Support the team with difficult or sensitive customer interactions and provide guidance on appropriate resolutions.● Ensure the team follows established SOPs, processes, and communication guidelines.● Create, implement, and continuously improve SOPs for customer support operations, including order handling, refunds, replacements, escalations, complaints, and other CX processes.● Maintain standardized response templates for WhatsApp, email, social media, and other customer communication channels.● Identify operational gaps and recommend process improvements to improve efficiency and customer experience.● Ensure customer interactions,



complaints, feedback, and resolutions are accurately documented and tracked.● Analyze customer queries and chat dispositions to identify product, website, communication, and service-related pain points and prepare regular CX reports and highlight key trends, recurring issues, and areas requiring attention.● Collaborate with the New Product Development team on consumer testing, sample dispatches, feedback collection, and follow-ups.● Share relevant customer insights with Product and NPD teams to support productimprovements and new product development.● Support cross-functional CX projects and initiatives as required.Good to have:● Prior experience leading or supervising a customer support team, preferably in a D2C, e commerce, skincare, beauty, or consumer brand.● Solid experience handling end-to-end customer queries and escalations across chat, calls, email, and social media.● Experience creating and implementing SOPs, response templates, quality control processes, and performance tracking systems.● Strong analytical and problem-solving skills with the ability to identify trends from customer data and feedback.● Strong verbal and written communication skills.● Comfortable working with cross-functional teams and driving process improvements.● Interest in skincare with a basic understanding of skincare routines, skin types, and commonly used skincare ingredients.● Comfortable working in a fast-paced startup environment and taking ownership ofnew projects and initiatives.

📌 Customer Experience - Team Lead - Skincare (Call/ Email/ Social Media) (Maharashtra)
🏢 PeopleGene
📍 Maharashtra