We're Hiring: Customer Experience Executive – India

Mommy First® is launching in India in early 2027, and we're looking for a customer-focused professional to help us deliver an exceptional experience from our very first order.

ABOUT MOMMY FIRST®

Mommy First® is an international maternity and postpartum recovery brand dedicated to supporting mothers through pregnancy, childbirth, breastfeeding, and recovery.

Our product portfolio includes postpartum recovery kits, nursing and breastfeeding essentials, perineal care products, and thoughtfully designed maternity solutions.

With an established presence in North America and Europe, we're preparing to launch in India in early 2027, with our India operations headquartered in Thiruvananthapuram, Kerala.

THE ROLE

We're looking for a warm, organized, and customer-focused Customer Experience Executive to deliver exceptional customer service as we establish our India operations.

You'll be the primary point of contact for our customers across phone, WhatsApp, email, and online marketplaces, ensuring every interaction is handled with empathy, professionalism, and efficiency.

You'll manage customer enquiries, order support, delivery coordination, complaints, returns, and post-purchase engagement while collaborating with our operations, e-commerce, and supply chain teams.

This position reports directly to the Operations Manager.

KEY RESPONSIBILITIES

Customer Support & Experience

- Respond promptly and professionally to customer enquiries through phone, WhatsApp, email, and marketplace messaging.
- Assist customers with product information, order updates, returns, refunds, and replacements.
- Handle complaints with empathy and ensure timely resolution or escalation.
- Maintain accurate customer interactions, support tickets, and follow-ups using Zoho Desk.
- Answer product questions using approved FAQs and escalate medical or clinical enquiries to the appropriate team. This role does not involve providing medical advice.

Order & Delivery Coordination

- Verify cash-on-delivery (COD) orders before dispatch.
- Track shipments and proactively follow up on delayed or failed deliveries.




- Coordinate with warehouse, logistics, and courier partners to resolve order-related issues.
- Support order confirmations and service enquiries from retail and hospital partners.

Customer Engagement & Retention

- Conduct post-purchase follow-ups and collect customer feedback.
- Encourage genuine product reviews and support customer referral and loyalty initiatives.
- Promptly escalate negative reviews and marketplace claims to the e-commerce team.
- Support customer communication for approved product sampling and launch campaigns.
- Identify recurring customer issues and share actionable insights with relevant teams.
- Help maintain accurate FAQs, customer communication templates, and service processes.

WHAT WE'RE LOOKING FOR

- 2–4 years of experience in customer service, customer experience, or e-commerce order management.
- Excellent spoken and written communication skills in English, Hindi, and Malayalam (all three mandatory).
- A patient, empathetic, and professional approach to customer interactions.
- Strong interpersonal skills and confidence in handling inbound and outbound customer calls.
- Ability to resolve complaints, manage difficult conversations, and exercise sound judgement.
- Familiarity with WhatsApp Business, email, CRM, or customer support software.
- Strong organisational skills, attention to detail, and the ability to manage multiple customer requests.
- A proactive, customer-first mindset with a strong sense of ownership and accountability.

Added Advantages

- Experience with healthcare, FMCG, maternity, baby care, personal care, wellness, or D2C e-commerce brands.
- Experience handling Amazon, Flipkart, or Shopify customer enquiries.
- Familiarity with Zoho Desk or similar customer support platforms.




- Experience in COD verification, delivery issue resolution, and customer retention.
- Proficiency in additional Indian languages.

WHAT SUCCESS LOOKS LIKE

First 90 Days

- Customer support channels and Zoho Desk workflows are operational.
- Customer enquiries and complaints are handled within agreed response and resolution timelines.
- Order confirmation, delivery follow-up, and return processes are established.
- Customer feedback is consistently recorded and shared with relevant teams.

First Year

- Deliver a consistently positive customer experience across all sales channels.
- Maintain robust customer satisfaction and service response standards.
- Reduce avoidable delivery failures and unresolved complaints.
- Support repeat purchases and long-term customer relationships.
- Help establish scalable customer service processes as our India business grows.

WHY JOIN MOMMY FIRST®?

- Join a growing international maternity and postpartum recovery brand expanding into India.
- Play a meaningful role in supporting mothers and families during an important stage of their lives.
- Work in a collaborative environment where your ideas and contributions are valued.
- Receive comprehensive product and systems training before launch.
- Build your career with opportunities for professional growth as our India operations expand.

POSITION DETAILS

Location: Thiruvananthapuram, Kerala (Office-based)

Reports to: Operations Manager

Employment: Full-time, Permanent

Experience: 2–4 years preferred

Compensation: ₹2,50,000–₹3,30,000 per annum (CTC)

Preferred Joining: December 2027

HOW TO APPLY

Applications will be accepted exclusively through this LinkedIn job posting.

Candidates are encouraged to highlight:

- Their experience handling customer enquiries through phone, WhatsApp, email, or online marketplaces.
- Their proficiency in English, Hindi, and Malayalam.
- An example of how they successfully resolved a difficult customer situation.

Shortlisted candidates will be invited for an interview and a brief customer service role-play assessment.

📌 Customer Experience Executive (Thiruvananthapuram)
🏢 Mommy First® | India
📍 Thiruvananthapuram