Customer Success Executive

Job Description

About nirā by Breathe Again nirā by BreatheAgain is a premium wellness brand dedicated to helping individuals achieve balanced nutrition through customized dietary assessments and recipes. Our cutting-edge app customizes health routines for India’s top 1% and global clients. We are in a rapid growth phase and seeking a strategic Customer Support executive to drive our expansion. Role Summary: As a Customer Support Executive at nira, you will be the voice of the brand for all incoming & outgoing client interactions. You will guide, support, and empower our customers through their transformation journey. This role is pivotal in creating a consistent, empathetic, and responsive experience for every client across different touchpoints—calls, WhatsApp, email, and our app. Key Responsibilities: 1. Client Interaction & Relationship Management Handle incoming queries across WhatsApp, phone calls, email, and app chat. Respond to concerns with empathy, clarity, and problem-solving orientation. Build long-term relationships by ensuring every interaction adds value to the customer journey. 2. Issue Resolution & Escalation Resolve product/service-related issues in a timely and efficient manner. Escalate complex issues to relevant internal departments and follow up until closure. 3. Onboarding & Journey Monitoring Assist new clients during onboarding: share orientation materials, coordinate first consultations, and help them navigate the app. Track progress and proactively reach out to ensure they stay on track. 4. Coordination & Internal Collaboration Coordinate with nutritionists, doctors, and backend teams to fulfill client needs and updates. Maintain accurate records of client conversations and concerns using CRM tools. 5. Feedback Loop & Quality Assurance Collect client feedback regularly and share insights with the product, nutrition, and content teams. Suggest process improvements based on common queries or bottlenecks. Requirements: Experience & Skills 2-4 years in customer support/client servicing roles, preferably in wellness, healthcare, or SaaS. Experience in Luxury and/or Concierge services is a strong plus Strong verbal and written communication (English and Hindi mandatory; regional languages a plus). Excellent interpersonal and active listening skills. Problem-solving mindset with the ability to remain calm under pressure. Comfortable working with CRMs, WhatsApp Business, Zoom, and project tracking tools. What We Offer: A purpose-driven role in a high-impact wellness company Learning opportunities with nutrition, psychology, and tech teams Fast career growth for high-performers Supportive and mission-driven team culture Competitive Salary Show more Show less