Customer Success Executive

About Peeko:

We're a seed-funded startup backed by a leading VC, ready to revolutionize babycare commerce.

specialized rapid-commerce platform exclusively designed for babycare

Led by Vivek Khetan, Abhijit Gairola and Chetan Sharma, who previously had senior leadership roles at Oyo, Moneyview and Leap. Our founding team has experience in building scaled profitable startups.

Responsibilities

• Serve as the primary point of contact for customer inquiries, escalations, and service-related issues.
• Coordinate with warehouse, logistics, and delivery teams to ensure order accuracy, timely fulfillment, and issue resolution.
• Track order performance, delivery delays, cancellations, and exceptions to ensure smooth operations.
• Identify patterns from customer concerns and relay insights to relevant teams for continuous improvement.
• Manage SLAs and ensure adherence to customer experience standards.
• Maintain accurate documentation of interactions, resolutions, and operational workflows in CRM tools.
• Support the creation and refinement of SOPs for customer interactions and order lifecycle operations.
• Assist with onboarding new processes, system improvements, and automation initiatives that enhance the customer journey.
• Collaborate with product, ops, and category teams to enhance platform experience and operational efficiency.

Requirements

• Bachelor's degree in Business, Operations, Communications, or a related field.
• 13 years of experience in customer success, operations, customer support, or quick commerce environment.
• Strong communication and interpersonal skills with the ability to handle sensitive or escalated conversations.
• Detail-oriented with strong problem-solving and coordination abilities.
• Proficiency with CRM tools, ticketing systems, dashboards, and Google Sheets/Excel.
• Ability to work cross-functionally in a fast-paced, high-growth environment.
• Prior experience in quick commerce, e-commerce, logistics, or service-led startups is a strong advantage.