Customer Experience Executive

4 weeks ago

Kurnool, India WhatsYum Full time

About WhatsYum

WhatsYum is a WhatsApp-first platform helping restaurants, home chefs, and food brands run their business directly with customers. We cut out aggregator commissions, give full ownership of customer data, and ensure smooth delivery through partners like Porter and Shadowfax.

We are scaling fast, and customer experience is at the heart of everything we do.


Role Overview

The Customer Experience Executive will be the frontline operator ensuring smooth and delightful experiences across all orders. Sitting between customers, restaurants, and delivery partners, you will be responsible for ensuring fast deliveries, timely resolutions, and proactive communication. You’ll also capture insights from every interaction to help us improve continuously.


Key Responsibilities


Order Coordination

  • Track live orders and ensure smooth handoffs between restaurants and delivery partners.
  • Reallocate riders promptly in case of cancellations or delays.
  • Ensure orders are picked up and delivered within promised timelines.


Customer Support & Delight

  • Be the first point of contact for customers regarding order status, delays, or issues.
  • Proactively update customers on delivery timelines in case of delays.
  • Handle escalations with empathy and resolve them quickly.


Restaurant Partner Support

  • Coordinate with restaurants to ensure food is prepared on time and packaged properly.
  • Help partners understand order flow and resolve any operational issues.


Delivery Partner Coordination

  • Manage communication with logistics partners (Porter, Shadowfax, etc.).
  • Escalate unresolved issues and ensure fallback options are used.


Feedback & Process Improvement

  • Collect feedback from customers and partners, and share actionable insights.
  • Identify recurring pain points and suggest solutions to improve service quality.

Requirements

  • Education: Graduate in any stream (Hospitality/Business/Commerce preferred).
  • Experience: 1–3 years in customer experience, operations, food delivery, or hospitality.
  • Strong communication skills in English, Hindi, and Kannada (knowledge of other Indian languages is a plus).
  • Comfortable with WhatsApp, Excel/Google Sheets, and basic CRM tools.
  • Ability to stay calm under pressure and think on your feet.
  • Flexible to work in shifts, including weekends and peak meal times.

What We Offer

  • Be part of a fast-growing startup changing the way restaurants connect with customers.
  • A role that gives you direct impact on customer happiness and retention.
  • Opportunity to grow into Operations Manager or CX Lead roles as we scale.


At WhatsYum, you are not just resolving orders — you are building trust between restaurants and their customers.

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