Customer Experience Manager

2 weeks ago

Chennai, Tamil Nadu, India Biotastic Health Systems (Ice Code Recovery) Full time
Customer Experience Manager – Biotastic (IceCode)

Location: Chennai, India

Job Type: Full-time

Compensation: 30,000/ - 45,000/

About Biotastic (IceCode)

Biotastic is on a mission to revolutionize anti-aging and longevity through cutting-edge biohacking solutions. Our ice baths, saunas, and red light therapy devices empower individuals, athletes, and wellness centers to optimize physical, mental, and emotional well-being. As we expand into international markets and scale operations, we are looking for a Customer Experience Manager to enhance customer satisfaction, retention, and advocacy.

Why This Role Matters?

At Biotastic, customer experience isn't just about support—it's about creating a transformational journey for our clients. Whether it's a high-performance athlete, a wellness enthusiast, or a luxury spa owner, you will ensure they receive seamless onboarding, education, and post-purchase support.

Key Responsibilities1. Customer Journey Optimization
  • Own and enhance the end-to-end customer experience, from pre-purchase inquiries to after-sales service.
  • Develop customer education initiatives, including onboarding guides, video tutorials, and webinars.
  • Implement customer feedback loops to improve products and services.
2. Customer Support & Service Excellence
  • Set up and oversee a multi-channel customer support system (WhatsApp, Email, Calls, Social Media).
  • Reduce response time & resolution time by implementing efficient SOPs.
  • Train and manage a customer support team to ensure prompt issue resolution.
  • Create pre-written responses and an FAQ database for common customer concerns.
3. Retention & Loyalty Programs
  • Develop a customer loyalty and referral program to boost repeat purchases.
  • Track Net Promoter Score (NPS) and Customer Satisfaction (CSAT) to measure success.
  • Identify customer pain points and collaborate with product and marketing teams to address them.
4. After-Sales & Warranty Support
  • Implement an easy replacement, refund, and maintenance process for ice baths, saunas, and red light therapy panels.
  • Work closely with the Product & Operations Team to ensure quick service and support.
  • Track product defects & return rates and work with manufacturing partners to improve quality.
5. CRM & Data-Driven Decision Making
  • Implement and manage a Customer Relationship Management (CRM) system to track interactions, issues, and resolutions.
  • Analyze customer data and buying behaviors to personalize follow-ups and recommendations.
  • Use AI-powered chatbots or automation tools to enhance efficiency.
6. Community Building & Brand Advocacy
  • Engage with customers through social media, email marketing, and wellness events.
  • Encourage and manage user-generated content (testimonials, transformation stories, reviews).
  • Convert satisfied customers into brand advocates through influencer-style referral programs

.

Ideal Candidate Profile

3-5+ years of experience in Customer Experience, Support, or Client Relations (Preferably in wellness, luxury products, or tech-based consumer goods).

Strong communication & problem-solving skills – You'll be the voice of Biotastic to high-value clients.

Experience using CRM tools (e.g., HubSpot, Odoo, or Zoho) to track and manage customer interactions.

Process-oriented & tech-savvy – Can implement automation tools to enhance customer experience.

Passionate about wellness, longevity, and biohacking – Understanding of cold therapy, saunas, and red light therapy is a plus.

Ability to handle high-net-worth clients & international customers professionally.

Multi-tasker with a proactive approach – Can handle everything from onboarding to crisis management.

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