Senior customer service lead

7 days ago

Navi Mumbai, 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 D2 C 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 managementEmpathy, patience, and diplomacyNPS and retention analyticsCRM tools (e.g., Gorgias, Freshdesk, or similar)Strong communication and storytelling with customersProblem-solving and crisis managementSOP creation and workflow optimizationCollaboration with brand & growth teamsData-driven decision makingLeadership through coaching and empowermentApply Now: Send your CV to or apply directly.#Hiring #CRMManager #Customer Success #D2 C #Nap Chief #Customer Experience #Mumbai Jobs #Team Lead #Retention #Customer Support

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