Customer Experience Manager

Job Title: Customer Experience Lead

Location: Kochi
Department: Customer Experience
Reports To: Chief Customer Experience Officer

About Hashboosh

Hashboosh is a women’s wear brand with a unique promise — Seriously Casual, one new style every day. We are building a community-first fashion experience where customer delight, trust, and long-term relationships matter most.

Role Overview

The Customer Experience Lead will be responsible for designing, managing, and continuously improving the end-to-end customer journey at Hashboosh. This includes ensuring smooth communication, post-purchase support, and logistics coordination so customers have a seamless experience from order to delivery.

Key Responsibilities

• Lead and manage the customer support team across WhatsApp, email, phone, and social channels.
• Manage customer logistics support — including order tracking, delivery coordination, return/exchange logistics, and resolving courier issues.
• Create processes to ensure fast response times, effective resolution, and high satisfaction.
• Analyze customer feedback, returns, and queries to identify patterns and improvement areas.
• Collaborate with operations, marketing, and design teams to build a frictionless shopping experience.
• Develop scripts, FAQs, and knowledge bases for scalable customer support.
• Track key metrics: NPS, CSAT, response time, resolution rate, repeat purchases.
• Manage escalations and ensure customer-first solutions.
• Drive customer loyalty programs, engagement campaigns, and retention initiatives.

Qualifications & Skills

• Bachelor’s degree; MBA preferred.
• 5+ years in customer experience, customer success, or operations, preferably in fashion/e-commerce.
• Strong communication and people management skills.
• Experience with CRM, ticketing, logistics coordination, and chatbot/automation tools.
• Data-driven mindset with a customer-first approach.
• Ability to balance empathy with efficiency.

What We Offer

• Opportunity to shape the customer experience of a fast-growing fashion brand.
• A collaborative and creative work environment.
• Competitive compensation and growth opportunities.

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹50,000.00 per month

Education:

• Bachelor's (Required)

Experience:

• Customer service: 3 years (Required)

Language:

• English (Required)

Work Location: In person