Customer Experience

1 week ago

Hauz Khas, India Mama and Peaches Full time

About Mama & Peaches 


Mama & Peaches is a baby and kids lifestyle brand bringing conscious comfort and joyful design to modern parenting. We’re building a brand that connects deeply with young parents - one thoughtful product and conversation at a time. 


We’re now looking for a Customer Experience & Sales Associate who’s not just a support executive, but a brand ambassador. Someone who will own the customer journey end-to-end, drive conversions, and solve problems with empathy and initiative. 


If you're someone who believes every chat is a chance to connect, and every order is a relationship - this is your spot.


What You’ll Own 

- Be the voice of Mama & Peaches across WhatsApp, calls, emails, DMs, and live chat

- Drive sales and conversions by reaching out to abandoned carts, leads, and on-site queries 

- Manage returns, exchanges, order issues with calm, clarity, and speed 

- Work closely with our logistics and ops team to reduce RTO/NDRs and improve delivery success 

- Analyse customer queries, feedback & sentiment to suggest actionable improvements 

- Represent the brand at offline events, exhibitions, and pop-ups 

- Proactively share product feedback, service gaps, and customer insights with the team 

- Track and report KPIs: response time, resolution rate, NPS, cart conversions, etc.


Who You Are 

- 1–3 years of experience in a customer-facing or inside sales role (D2C/e-comm preferred) 

- Excellent communicator (written + verbal) with a warm, reassuring tone 

- Startup mindset - takes initiative, solves problems without waiting to be told 

- Comfortable with tech tools: Shopify, WhatsApp tools, Freshdesk/Bik.ai, etc. 

- Strong follow-up and time management skills 

- Empathetic + results-driven - you care about the customer and the business outcome 

- Bonus if you’re a parent or deeply familiar with the parenting space 

- Fluency in Hindi & English is a must


Why Join Us?

- Direct access to founders & leadership - learn every aspect of growing a brand 

- Be a voice that shapes the experience of thousands of moms 

- Creative freedom, warm team, and fast-paced energy 

- Work that truly matters to people 



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