About Us: Scrubsy is India’s #1 foam-based household cleaner – trusted by thousands of families for kitchen, bathroom, footwear, and all-purpose cleaning. We’re a rapid growing D2C brand under BoldChem Sciences Pvt. Ltd., scaling rapidly across Amazon, our own website, and quick commerce platforms. We move quick, we care deeply about quality, and we’re building the team that is passionate!

Brief: As Customer Experience Head/Lead, you will build and own the entire customer experience function at Scrubsy from the ground up. You will setup the SOPs, manage escalations, handle customer experience as a Pro. You will lead a team.

Key Responsibilities:
Design and document all Customer Experience SOPs from scratch – response templates, escalation protocols, tone of voice, and resolution playbooks
Produce reports for stakeholders
Spot early signals of product issues, packaging problems, or unmet customer needs before they surface as returns or negatives reviews
Define resolution paths for complaints, damaged products, delayed orders, and negative reviews
Own Amazon Review response strategy – monitor Q*A, flag listing issues, and coordinate with various stakeholders on content improvements driven by customer feedback
Lead customer experience team





What We Are Looking For

Mandatory Requirement
3 to 6 years of customer support, customer experience, or community management
Hands -on experience using Customer Support tools
Exceptional written and verbal communication skills
Proficiency in Google Workspace and Microsoft Office
Ability to manage multiple priorities simultaneously
Attention to detail
Has led a team or mentored a junior

Additional Requirement
Prior experience in D2C, e-commerce or startup
Prior experience in automation flows
AI Adaptability

Who You Are

Empathetic but Analytical – you genuinely care about customers and can also convert their feedback into business decisions

Builder – you are energised by creating systems and processes, and not just follow them

Ownership – you treat brand’s reputation as your own and don’t wait to be told when something needs fixing

Resilient – complaint queues and angry customers don’t rattle you

Curious – you are always asking why a customer complained, not just resolving the tickets

Job Type: Full time

Pay: ₹1,000,000.00 - ₹1,500,000.00 per year

Work Location: In person

📌 Customer Experience Head/lead Gurugram
🏢 Scrubsy
📍 Gurugram