Customer Experience Specialist

About the Role

Customer Experience (CX) Manager

Key Responsibilities

1. Customer Support Operations

• Manage and improve all customer support touchpoints – chat, email, WhatsApp, and phone (if applicable)
• Collaborate with 3PL and logistics partners to resolve complaints quickly and empathetically
• Monitor and optimize SLA compliance and customer satisfaction scores (CSAT, NPS)

2. Customer Journey Mapping & Experience Design

• Map customer touchpoints and identify friction across the funnel – from discovery to delivery
• Work with Tech, Design, and Product to optimize UX flows, order communication, and returns/exchanges
• Bring a customer lens to policies around refunds, returns, and cancellations

3. Data & Feedback Loop

• Analyze support tickets to surface product and process insights
• Build monthly dashboards capturing customer pain points and wins
• Set up systems to gather and action feedback (surveys, reviews, user testing)

4. Retention & Delight

• Partner with the CRM/marketing team to create retention triggers and delight moments
• Conceptualize loyalty ideas, personalization experiments, and proactive care interventions
• Own the surprise-and-delight strategy for key customer cohorts

5. Cross-Functional Collaboration

• Liaise with warehousing, product, design, and marketing to close experience gaps
• Ensure the CX lens is built into new product drops and site features

What We’re Looking For

• 2-5 years of experience in D2C/ecommerce customer experience, support, or consumer success
• Strong communication, empathy, and problem-solving skills
• Bias for action and a deep love for serving the customer
• Bonus: Experience with fashion/sportswear brands or fast-growing D2C startups

Why You’ll Love It Here

• You’ll be part of shaping a brand that’s rewriting the rules of sportswear in India
• You’ll get to build systems from scratch — not just manage existing ones
• You’ll work with a cross-functional, ambitious team that values design, product, and customer love equally