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: Bangalore (In office)

: 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 fast, 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 (Bengaluru)
🏢 Protein Chef (Lo Foods)
📍 Bengaluru