Customer Experience Manager

We, Biotastic Health Systems (Ice Code Recovery), offer innovative cold therapy solutions and red light therapy panels to enhance wellness. We are transitioning to Biotastic and introducing saunas for relaxation and rejuvenation. Located in Chennai, India, we are focused on providing next-level wellness experiences.

Salary: 4-5LPA

You will turn customers into long-term brand advocates by delivering world-class support, proactive communication, and personalized wellness experiences.

Key Responsibilities

Team Management & Leadership

• Supervise and guide the day-to-day work of CX Executives
• Conduct daily check-ins and weekly 1-on-1 feedback sessions
• Ensure your team meets SLAs, maintains tone, and follows SOPs
• Create a positive, collaborative work culture
• Coach team on handling escalations and tough conversations

Customer Query Oversight

• Oversee all customer interactions via WhatsApp, Email, Instagram, Amazon, and the website.
• Ensure all tickets are logged in Odoo or the CRM
• Assign and track ownership of each customer issue
• Review critical conversations for tone, accuracy, and resolution quality

SOP & Template Enforcement

• Ensure all team members follow Biotastic’s SOPs for:
• Installation, Service, Complaints, Feedback
• Keep templates crisp, warm, and up-to-date
• Document new learnings, edge cases, and frequent questions

Reporting & Reviews

• Track KPIs
• Response time, resolution time, NPS, complaint count, etc.
• Submit weekly and monthly CX reports to management
• Attend Level 10 weekly reviews and Monthly Pulse meetings
• Highlight blockers, insights, and feedback trends

Customer Escalation Handling

• Personally handle escalated complaints or dissatisfied customers
• Coordinate with Operations, Sales, or Product to ensure resolution
• Ensure every negative experience is turned around if possible
• Use escalation data to improve internal processes

Training & Onboarding

• Create and deliver onboarding modules for new CX team members
• Schedule refreshers or micro-trainings for updates in process
• Build capability in product knowledge, Notion, Odoo, Slack use, and customer tone
• Mentor junior team members on decision-making and judgment

CX Innovation & Automation

• Identify repetitive queries → propose automation (WhatsApp, chatbot, FAQ page)
• Suggest improvements in website forms (Raise an Issue, Track Order, etc.)
• Recommend new tools or improvements in CRM and workflow
• Stay ahead on customer expectations and best practices

Cross-Functional Collaboration:

• Liaise regularly with Sales (for HNI orders and dispatch queries), Ops (for tracking), and Product (for issues)
• Ensure customers get timely, unified communication across departments
• Be the CX voice in internal meetings—represent what customers are feeling and saying

Quality & Feedback Loop

• Capture customer feedback post-resolution
• Monitor NPS/Google Reviews for insights
• Use feedback to improve product, service, or internal SOPs
• Celebrate wins—reviews, referrals, loyalty