YOGABAR
Job Description
Assistant Manager – Customer Experience
Function: Customer Experience (CX)
Location: Bengaluru (on-site)
Experience: 3+ years in customer experience / customer support, preferably in D2C, e-commerce or FMCG
Reports To: Head – CX
About Yogabar
Yogabar (Sproutlife Foods Pvt. Ltd., an ITC company) is one of India’s fastest-growing health food brands. We make honest, delicious nutrition accessible to every Indian household, from protein bars and muesli to oats, peanut butter and protein powders. We are obsessive about ingredients, taste and the people who eat our food. Our customers are at the centre of everything we build, and the CX team is where that promise is kept every single day.
About The Role
This is not a sit-back-and-supervise role. As Assistant Manager – CX, you will run the engine room of Yogabar’s customer experience: leading a team of CX executives, owning response and resolution SLAs across every channel, and turning customer conversations into insights that shape our products and operations. You will be the escalation backstop,



the process builder and the voice of the customer inside the company.
Key Responsibilities
Own day-to-day CX operations across all channels: calls, email, WhatsApp, & social media
Lead, coach and schedule a team of CX executives; run daily huddles, quality audits, figure out escalations while managing their own set of tickets.
Own and report CX metrics: first response time, resolution TAT, CSAT, NPS, repeat-complaint rate and ticket volumes
Handle high-severity escalations end-to-end, including quality complaints, refunds, replacements and social media flare-ups
Build and continuously improve SOPs, canned responses, escalation matrices and knowledge bases
Work closely with Supply Chain, Quality and E-commerce teams to close the loop on recurring complaints (damaged shipments, delivery delays, product issues)
Support recent launches by prepping the team with product knowledge, FAQs and anticipated queries
What

📌 Assistant Manager-Customer Exeperience (Bengaluru)
🏢 Yogabar
📍 Bengaluru