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. Why this role exists 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 quick 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. This is a builder role, not a caretaker role.



You will inherit a small team of CX executives and a lot of green-field. What you will own 1. Customer query redressal system 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, d

📌 Head of Customer Experience (India)
🏢 GOOD MONK
📍 India