About the role

Sadhna.co is a growing wellness brand. Every day, customers reach us through email, WhatsApp, Instagram, phone and marketplace channels, and how we respond is a big part of the brand experience.

We're hiring a Customer Experience Manager to own that function end to end. You'll lead a team of support agents, step in and handle queries yourself when the volume or the situation calls for it, and, most importantly, build the systems and automation that get every customer query answered within 24 hours without the team simply working longer hours.

This is a hands-on role. We're not looking for someone to supervise a roster. We're looking for someone who can take a support function that runs on people and turn it into one that runs on process, tooling and a small, sharp team.

What you'll own

The 24-hour promise
- Every customer query, across every channel, gets a first meaningful response within 24 hours. This is your number.
- Define, track and report the metrics that sit behind it: first response time, resolution time, backlog, CSAT, repeat-contact rate.





Systems and automation
- Audit how support runs today and set up a proper helpdesk (Freshdesk, Zoho Desk, Gorgias or similar) so every query from every channel lands in one queue.
- Build the automation layer: canned responses and macros, auto-tagging and routing, WhatsApp Business API flows, order-status and tracking auto-replies, and an AI-assisted first response for common queries where it makes sense.
- Build and maintain a knowledge base and FAQ, both customer-facing and internal, so the team answers consistently and customers can self-serve.
- Own the integrations between support tooling and Shopify / marketplaces / logistics so agents don't have to switch between five tabs to answer "where is my order."

Team leadership
- Manage non-voice and voice agents: daily workload, shift coverage, quality reviews, coaching and performance conversations.
- Create SOPs for the recurring situations: refun

📌 Customer Experience Manager (Noida)
🏢 Sadhna.co
📍 Noida