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: Bangalore (On-site)

: 2–3 Years

: FMCG / FoodTech / D2C / F&B;

: Customer Experience

: Quality & Compliance Head

At Lo Foods, we're on a mission to make functional food accessible to over 100 million Indian households. As India's largest and fastest-growing functional food company — and among the Top 2 health-focused cloud kitchens — we're transforming the way people eat: healthier, more enjoyable, and more sustainable.

We're the parent of Lo Foods, Protein Chef, DiabeSmart and Lo! Low Carb & Keto Foods —— available across quick commerce, e-commerce, cloud kitchens, and D2C. Backed by Rainmatter (Zerodha) and scaling fast, we're building the infrastructure behind India's next great food company.

Every customer who reaches out to us — whether it's a Protein enthusiast on Blinkit, a first-time buyer on Amazon, or someone who just had a meal on Swiggy — deserves a quick, empathetic, and intelligent response. This role owns that experience end to end. You won't just be answering tickets. You'll be the connective tissue between our customers and our internal teams — quality, production, NPD, and business — and you'll actively build and improve the systems that make customer delight scalable.

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◦ Own and resolve customer queries across all touchpoints — Website/D2C, Amazon, Blinkit, Zepto, Instamart, Swiggy, Zomato, and social media channels (Instagram, WhatsApp, email)

◦ Ensure zero-backlog: every query acknowledged, tracked, and closed within SLA

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◦ Be the driver — not just a user — of CX automation tools (chatbots, helpdesk platforms, auto-routing workflows)

◦ Continuously identify gaps in the current system, propose enhancements, and implement them with the tech team

◦ Build and maintain SOPs, response templates, and escalation playbooks

◦ Escalate and coordinate product quality issues with the Quality & Compliance team in real time

◦ Loop in Production, NPD, and the Business team for recurring complaint patterns, packaging issues, or product feedback

◦ Convert customer feedback into structured insights that actually reach decision-makers

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◦ Track and own CSAT, response time, resolution rate, and repeat complaint metrics

◦ Publish weekly CX dashboards and surface emerging trends before they become crises

◦ Drive proactive outreach — returns, replacements, and recovery for high-value customers

✔ 2–3 years of hands-on experience in customer support, CX ops, or a similar role — preferably in FMCG, D2C, food delivery, or e-commerce

✔ You've worked across multiple platforms simultaneously — not just one channel

✔ You understand automation isn't optional; you've used such tools

✔ Sharp communicator — written and verbal — who can de-escalate a frustrated customer and write a clean internal escalation note with equal ease

✔ Detail-oriented, ownership-driven, and genuinely uncomfortable leaving a query unresolved

✔ Comfortable reading data, building basic trackers, and turning numbers into action

📌 Customer Experience Executive – FoodTech & FMCG (Mumbai)
🏢 Protein Chef (Lo Foods)
📍 Mumbai