Senior Customer Service Lead

7 days ago

New Delhi, India Nap Chief Full time

We’re hiringPosition: Senior Customer Service LeadLocation: Turbhe, Navi Mumbai – On-siteExperience: 5 to 6 YearsAbout Nap ChiefNap Chief is a fast-growing D2C kids wear brand creating fun, comfortable, and stylish clothing for little ones. We believe in making every child’s day brighter with high-quality, playful designs that parents love. Our team is small, energetic, and passionate about building a brand that makes a real difference.What You’ll Do:- Lead and mentor the customer success and support team to deliver a world-class post-purchase experience.- Build and implement structured systems for query management, resolution time, and escalation tracking.- Own customer satisfaction and loyalty metrics (NPS, CSAT, repeat rate).- Identify at-risk customers and build retention and win-back strategies.- Work cross-functionally with Growth, Ops, and Brand teams to improve customer journey touchpoints.- Train and empower team members with templates, tone of voice guidelines, and empathy-based communication.- Analyse complaint trends, returns, and feedback loops to reduce friction.- Maintain proactive communication with high-value or repeat customers.- Develop insights from customer conversations to guide product and marketing decisions.- Present monthly dashboards to leadership with learnings, patterns, and action plans.- Build an ownership culture — where each executive is accountable for experience and resolution quality.- Conduct weekly team reviews to ensure alignment, coaching, and continuous improvement.What We’re Looking For:- Customer success strategy & team management - Empathy, patience, and diplomacy - NPS and retention analytics - CRM tools (e.g., Gorgias, Freshdesk, or similar) - Strong communication and storytelling with customers - Problem-solving and crisis management - SOP creation and workflow optimization - Collaboration with brand & growth teams - Data-driven decision making - Leadership through coaching and empowermentApply Now: Send your CV to sharvari@napchief.com or apply directly.#Hiring #CRMManager #CustomerSuccess #D2C #NapChief #CustomerExperience #MumbaiJobs #TeamLead #Retention #CustomerSupport

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