Customer Success Executive

Job Description

Company Description Suganda Skincare is an award-winning, science-first skincare brand. We’re growing fast and are building an A+ team of people who share our passion for customer care and brand excellence. We’re now hiring a Customer Success Executive to help us deliver a truly delightful experience at every touchpoint — from WhatsApp to calls, email, and community groups. If you love skincare, enjoy solving customer problems, and want to be part of a brand that deeply cares about its customers — we’d love to meet you. We are building an A+ team , so please apply only if you are ready to contribute with high ownership, empathy, and excellence. Role: Customer Success Executive Location: Kondapur, Hyderabad (In-office, 5 days/week) Experience: 0–2 years Role Description Showcase expertise in ensuring customer satisfaction and loyalty and designing a blueprint for customer experience. Respond promptly and professionally to customer emails, Instagram DMs and comments, and WhatsApps. Suggest new ways of improving customer service and going above and beyond the regular and identifying opportunities to surprise and delight loyal and unhappy customers. Champion opportunities to consistently improve the Suganda experience. Drive customer retention, reduce churn, and increase customer satisfaction. Map the customer journey and identify opportunities to proactively intervene on the client's behalf. Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement. Test new strategies for driving customer value. Continually review and evolve the collection of processes Suganda uses to track, oversee and organize every interaction between the customer and vivacity throughout the lifecycle. Coordinate with the logistics team on delivery, RTOs, and escalations. Process returns, replacements, and refunds in line with brand policy. Keep customers updated on their ticket status (order tracking, replacements etc.) Help customers choose suitable products based on their skin type/concerns. Share usage instructions, ingredients, and safety information in a friendly, brand-aligned tone. Support the team in building an FAQ bank or skincare glossary over time. Requirements: 0–2 years of experience in customer support, customer success, or related roles Excellent spoken and written communication skills in English, Hindi and a few other Indian languages Comfortable handling calls, WhatsApp, email, Instagram DMs Warm, empathetic personality — genuinely enjoys helping customers Strong follow-up discipline — completes calls and messages on time organised and able to maintain trackers and update team on progress Strong interest in skincare, wellness, or D2C brands Willing to work from office (Kondapur, Hyderabad) Ability to handle occasional volume spikes during sales, launches, or campaigns Quick learner — ready to understand product details and customer pain points Show more Show less