About Good Monk Good Monk is a Bengaluru-based clinical nutrition brand that fortifies everyday Indian food — protein for rotis, nutrition mixes for families and the 50+, fibre, and more. We sell across our own D2C store, Amazon, and quick commerce (Blinkit, Zepto, Instamart). Around 60% of our business is D2C, which means the experience a customer has after they click “buy” is ours to own — and it is a direct driver of repeat purchase, reviews, and brand trust.

Today our customer experience runs on effort, not on a system. We need a leader who has already built customer support and order-operations infrastructure at a scaled D2C brand and can install it here — tools, processes, team, training, and measurement — starting from day one.

The mandate is simple: every query gets answered fast and resolved properly, every COD order gets confirmed, every failed delivery gets rescued, and every customer interaction builds credibility for the brand rather than eroding it. You will inherit a small team of CX executives and a lot of green-field. Design and implement an omnichannel support stack — WhatsApp, email, calls, Instagram/Facebook DMs, website chat, and marketplace buyer messages (Amazon, Q-com) — on a single helpdesk with unified customer history.

Select and deploy the right tools: helpdesk/ticketing (e.g., Freshdesk, Zendesk, Gorgias, Richpanel, Zoho Desk), WhatsApp Business API platform, cloud telephony/dialer, and integrations with Shopify, Shopflo, and our logistics aggregator so agents see orders, payments, and shipment status in one view. Define the ticket taxonomy, priority matrix, SLAs (first response, resolution), escalation paths, and a refund/replacement/return policy with clear agent-level authority limits. Build the knowledge base, macros/canned responses, and product FAQs in partnership with R&D; and marketing so answers on ingredients, dosage, safety, and claims are accurate and compliant.

Own response rate and resolution quality across every channel; Order and delivery operations (outbound CX) Run the ABC calling desk: COD order confirmation, address verification, fake/duplicate order flagging,



prepaid conversion, and abandoned-cart recovery — with scripts, call windows, and conversion tracking.

Drive RTO reduction and RTO closure: address quality, COD risk scoring, courier performance reviews, and clean reconciliation of returned inventory and refunds with finance and warehouse. Launch and run the NPS/CSAT programme — post-delivery and post-resolution surveys, segmented by product, channel, and cohort — and publish a monthly Voice-of-Customer report to the leadership team. Own ratings and reviews hygiene across Amazon, Q-com apps, Google, and our own store: respond to every negative review, convert resolved complaints into positive reviews, and flag product or listing issues to the owning team.

Close the loop: a structured feedback pipeline from CX into product (formulation, taste, packaging), marketing (claims, expectations set by ads), and ops (packaging damage, delays). Protect the brand on compliance-sensitive conversations — health claims, adverse-event reports, allergen queries — with clear protocols and R&D; sign-off. Team building and quality Hire, train, roster, and lead the CX executive team; Build the training curriculum — product knowledge, tone of voice, objection handling, tool usage — and a certification before agents go live.

Run a QA programme: weekly call and chat audits, scorecards, coaching, and monthly calibration. Design incentive structures tied to confirmation rates, NDR conversion, CSAT, and QA — not just call counts. Build the CX dashboard (helpdesk + dialer + Shopify + logistics data): volumes, SLA adherence, CSAT/NPS, confirmation and NDR rates, RTO %, cost per contact, and agent productivity — reviewed weekly with the CEO.

Use automation and AI (WhatsApp flows, chatbots,



auto-tagging, smart routing) where it improves speed without hurting the experience. baseline all KPIs (response time, backlog, CSAT, confirmation rate, NDR conversion, RTO %); transparent the backlog; put interim SLAs and escalation rules in place; Deploy the helpdesk and WhatsApp/telephony stack with Shopify and logistics integrations; Hit interim SLA targets; 6–10 years in customer experience / customer support / order operations, including at least 3 years leading the function at a D2C brand doing meaningful daily order volume (indicatively 500+ orders a day) — ideally in health, nutrition, beauty, or FMCG. ~ Hands-on with a modern helpdesk (Freshdesk, Zendesk, Gorgias, Richpanel, Zoho Desk or similar), a WhatsApp Business API platform (Interakt, WATI, Gupshup, Bitespeed or similar), and cloud telephony/dialers. ~ Deep familiarity with Indian D2C order operations: Has run an NPS/CSAT programme and used it to change something in product, marketing, or ops. ~ Comfortable with data: builds own trackers and dashboards (Excel/Sheets at minimum; Looker Studio/Metabase a plus), reads funnel and cohort data, argues with numbers. ~ Fluent in English and Hindi; able to coach a multilingual calling team.

Experience managing marketplace buyer communication and review management on Amazon and quick-commerce platforms.

Experience with subscriptions, loyalty, or retention programmes where CX was a lever. Has deployed chatbot/AI automation in support and knows where it fails. Worked in a regulated category (nutraceuticals, pharma OTC, personal care) with claims and adverse-event protocols.

Builder bias: you would rather ship a working process this week than a perfect one next quarter.

Empathy with a spine: you protect the customer and the brand, and you know when a refund is cheaper than a lost customer. Hands-on leader: you take calls and answer chats yourself when needed, and your team knows it. A science-led brand in a category where trust is the whole game; Competitive compensation with performance-linked variable pay and ESOPs.

📌 Customer Experience (Bengaluru)
🏢 GOOD MONK (Superfoods Valley
📍 Bengaluru