Snooplay | Noida, Uttar Pradesh | Full-time, Work from Office About Snooplay Snooplay is building a faster and more convenient way for parents to shop for everything their children need. Through Snooplay, our 60-minute delivery app for kids and babies across Delhi NCR,

we offer
a wide range of products across toys, baby care, clothing, sports, baby gear, and more. We believe great customer experience goes beyond delivering the right product. It means being responsive, solving problems quickly, anticipating needs, and making every shopping experience effortless for parents. Role Overview We are looking for a proactive, customer-first Customer Success Associate who will own the customer experience end to end. This is not just a complaint-handling or support role: you will turn customer interactions into positive outcomes, build trust, encourage repeat purchases, and help parents discover products that genuinely meet their needs. You will work closely with store, warehouse, delivery, and category teams to resolve issues and create reasons for customers to shop with Snooplay again.

Key Responsibilities
Customer ownership & resolution:
· Manage customer conversations across calls, WhatsApp, email, and other support channels with empathy, clarity, and urgency.
· Own each customer issue from first contact through resolution
- not just log or forward complaints. Coordinate with internally, follow up proactively, and close the loop with the customer.
· Handle order-related requests including order status, delivery delays, cancellations, exchanges, returns, refunds, damaged or missing items, and product queries. Customer success, retention & repeat purchases:
· Build relationships with customers through helpful, timely,



and personalised interactions that create confidence in Snooplay.
· Identify opportunities to bring customers back
- such as relevant follow-ups, replenishment reminders, occasion-based needs, or sharing useful product options
- without being pushy. Product guidance & discovery:
· Help parents discover the right products by asking relevant questions about a child's age, interests, needs, budget, or occasion.
· Develop working knowledge of Snooplay's catalogue, product features, age suitability, and popular categories so recommendations are accurate and thoughtful.
· Share product suggestions, availability, and alternatives when an item is unavailable or does not meet a customer's requirement. Operations coordination & communication:
· Coordinate with store/warehouse teams and delivery partners to ensure orders are fulfilled correctly and on time.
· Proactively communicate order updates, delays, substitutions, and service concerns rather than waiting for customers to follow up.
· Maintain accurate records of customer conversations, actions taken, outcomes, and follow-up commitments. Insights & continuous improvement:
· Track recurring customer issues, friction points, product feedback, and reasons customers do not complete or repeat purchases.
· Share actionable insights with operations, category,



and leadership teams to improve service, assortment, product information, and processes.
· Contribute to improving customer satisfaction, resolution time, repeat purchase rate, and overall customer experience. What We Are Looking For
· 1–2 years of experience in customer success, customer support, e-commerce, D2C, quick-commerce, retail, or order management.
· A customer-first mindset with the ability to listen carefully, empathise, take ownership, and find practical solutions.
· Strong verbal and written communication skills; comfortable speaking with parents and handling conversations calmly.
· A proactive, resourceful problem-solver who follows through and does not leave issues unresolved.
· Ability to manage multiple conversations and priorities in a quick-paced environment.
· Comfort with spreadsheets, order management systems, customer support tools, and basic business applications.
· A willingness to learn the product catalogue and understand what makes a recommendation genuinely useful. Why Join Snooplay?
· Be part of a fast-growing startup transforming how parents shop for kids and babies.
· Work closely with operations, category teams, and founders to shape the customer experience.
· Own meaningful customer relationships and see the direct impact of your work on trust and growth.
· Build a role that combines problem-solving, customer relationships, product discovery, and business impact. If you enjoy helping customers, solving problems end to end, and making every interaction a reason to shop with us again, we'd love to hear from you. Apply at [email protected] with your resume.

📌 Operations Associate – Customer Success (Noida)
🏢 snooplay.in
📍 Noida