Job Description

Responsibilities:

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● Oversee end-to-end customer experience operations across WhatsApp, calls, email, Instagram DMs, social media comments, and other customer touchpoints.

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● Handle and resolve complex or high-priority customer escalations with a focus on timely and effective resolution.

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● Manage order-related queries as well as skincare related queries and assist the team with the brand aligned resolution.

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● Monitor customer reviews and feedback across relevant platforms and ensure appropriate responses and follow-ups.

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● Identify recurring customer issues and work with relevant teams to improve the overall customer journey.

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● Lead, mentor, and support the CX team to ensure consistent customer service and performance standards.

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● Conduct regular quality checks of customer conversations and calls to identify gaps and improvement areas.

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● Provide constructive feedback and coaching to team members and identify training needs.

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● Support the team with difficult or sensitive customer interactions and provide guidance on appropriate resolutions.

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● Ensure the team follows established SOPs, processes, and communication guidelines.

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● Create, implement, and continuously improve SOPs for customer support operations, including order handling, refunds, replacements, escalations, complaints, and other CX processes.

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● Maintain standardized response templates for WhatsApp, email, social media, and other customer communication channels.

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● Identify operational gaps and recommend process improvements to improve efficiency and customer experience.

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● Ensure customer interactions, complaints, feedback, and resolutions are accurately documented and tracked.

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● 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.

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● Collaborate with the New Product Development team on consumer testing, sample dispatches, feedback collection, and follow-ups.

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● Share relevant customer insights with Product and NPD teams to support product

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improvements and new product development.

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● Support cross-functional CX projects and initiatives as required.

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Positive to have:

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● Prior experience leading or supervising a customer support team, preferably in a D2C, e commerce, skincare, beauty, or consumer brand.

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● Strong experience handling end-to-end customer queries and escalations across chat, calls, email, and social media.

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● Experience creating and implementing SOPs, response templates, quality control processes, and performance tracking systems.

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● Strong analytical and problem-solving skills with the ability to identify trends from customer data and feedback.

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● Strong verbal and written communication skills.

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● Comfortable working with cross-functional teams and driving process improvements.

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● Interest in skincare with a basic understanding of skincare routines, skin types, and commonly used skincare ingredients.

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● Comfortable working in a fast-paced startup environment and taking ownership of

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new projects and initiatives.

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