Customer Experience Manager

At Biotastic Health Systems, our vision is to empower individuals to live longer, healthier, and more vibrant lives through innovative, science-backed biohacking solutions. We believe in optimizing wellness by combining technology and self-care to amplify vitality and longevity. From Red Light Therapy and Infrared Saunas to Cold Therapy systems, our holistic solutions are designed to enhance skin health, boost energy, and improve mental clarity. Wellness isn’t just about recovery—it’s about achieving your full potential. Biotastic transforms ordinary health practices into extraordinary outcomes.As a Customer Support Manager, you will turn customers into long-term brand advocates by delivering world-class support, proactive communication, and personalized wellness experiences.

Key Responsibilities:
Customer Journey Optimization

• Own and enhance the entire customer experience cycle from inquiry to post-purchase.
• Develop educational content (onboarding guides, video tutorials, webinars).
• Implement customer feedback loops to improve products & services.

Customer Support & Service Excellence

• Set up & manage multi-channel support (WhatsApp, Email, Calls, Social Media).
• Reduce response & resolution times by optimizing SOPs.
• Build a pre-written FAQ & response database to streamline common queries.
• Train & manage a customer support team to ensure 100% satisfaction.

Retention & Loyalty Programs

• Develop a customer loyalty & referral program to drive repeat purchases.
• Track Net Promoter Score (NPS) & Customer Satisfaction (CSAT) to measure success.
• Identify customer pain points & collaborate with product & marketing teams to improve engagement.

After-Sales & Warranty Support

• Implement a smooth returns, maintenance & warranty process for ice baths, saunas, and red light therapy panels.
• Work with the Product & Operations Team to ensure quick service resolution.
• Track product defects, return rates, and service tickets to enhance quality control.

CRM & Data-Driven Customer Insights

• Implement & manage a Customer Relationship Management (CRM) system (HubSpot, Odoo, Zoho).
• Use customer data & AI automation to personalize interactions & increase engagement.
• Analyze buying behavior to predict & drive repeat purchases.

Community Building & Brand Advocacy

• Engage with customers through social media, wellness events, and email marketing.
• Encourage & manage user-generated content (testimonials, reviews, transformation stories).
• Convert satisfied customers into brand ambassadors through influencer referral programs.

Job Type: Full-time

Pay: From ₹500,000.00 per year

Application Question(s):

• Have you ever handled a team in your previous jobs?
• Are you comfortable with the mentioned pay scale?

Experience:

• Customer support: 2 years (Required)

Language:

• Hindi (Preferred)

Work Location: In person