Job Description 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 product improvements and new product development. ● Support cross-functional CX projects and initiatives as required. Valuable to have: ● Prior experience leading or supervising a customer support team, preferably in a D2C, e commerce, skincare, beauty, or consumer brand. ● Strong 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 of new projects and initiatives.

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