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Customer Experience Lead

4 weeks ago

Gurugram Gurugram India Wishlink Full time

Job Description

About Wishlink

Wishlink is on a mission to revolutionize the creator economy and redefine how people shop. We're all about providing every user with a highly personalized shopping experience guided by creators, so they can find exactly what they want, in a very short time, while improving their online shopping experience severalfold. We are shaping a new era at the intersection of two of the most prominent aspects of the internet- e-commerce and social media.

Team and Investors

Wishlink was founded by 3 friends from college, Chandan, Shaurya, and Divyansh, with a shared passion to solve real-world problems at scale and consume content for hours (XD). We started Wishlink in January 2022 when we discovered products on social media that we wanted to buy but could not (in some cases, actually did) We are based out of Gurugram. We have recently raised a series A round of $7M, led by Fundamentum & Elevation Capital.

Why Join Us

Exciting Problem

The way people shop online is changing. Users are tired of spending hours browsing humongous catalogs on eCommerce marketplaces just to find a single piece of apparel they like. They need curation, and they need trusted reviews - which is what Wishlink is bringing with the help of content creators. Wishlink is at the forefront of this change, enabling users to shop in an easier and more exciting way.

Immense Scale

In just 3 years of existence, Wishlink is used by over 900k users daily to discover and shop products online. This number has grown over 3x in the last 4 months.

Stellar Team

Wishlink is all about its people. Our business and engineering teams are young and energetic, come from stellar backgrounds, and are dedicated towards a common goal. Also, we have a LOT of fun

Growth Opportunity

We have grown remarkably in the last 3 years and are doing a monthly GMV of over Rs. 290cr. We are working with over 50,000 content creators and 250+ brands and eCommerce marketplaces including Amazon, Flipkart, Myntra, Nykaa, Ajio, H&M, Savana (Urbanic), Only, Vero Moda, Libas, Aurelia, Mama Earth, and many more.

Wishlink presents an exciting opportunity for you to contribute to and grow within the creator-enabled eCommerce space, have the chance to work at an emerging consumer-tech startup and be an integral part of this dynamic journey.

What would you be doing

Lead & manage the CX / Creator Support team to ensure fast, consistent, quality responses across chat, email, and social.

Mentor, coach, train, and evaluate team members to help them grow.

Build trust with creatorsunderstand their goals, challenges, and identify ways to improve their experience.

Act as escalation point for complex issues; partner with Product, Engineering, Marketing, etc. to resolve systemic problems.

Define and optimize CX processes, playbooks, SLAs, escalation paths, and quality benchmarks.

Analyze support trends, creator feedback, and sentiment; propose improvements in product, process, or policy.

Stay current on product updates and policies; train your team accordingly.

Track key metrics (response time, resolution rate, NPS/CSAT) and lead continuous improvement.

Collaborate cross-functionally (Product, Marketing, Ops, Content) and feed creator insights back into the business.

What are we looking for

5+ years in CX / support roles, preferably with 1-2 years of team leadership experience.

Outstanding written & verbal communication; persuasive and clear.

Strong at managing live chat operationsfast, accurate, responsive.

Analytical & problem-solving mindsetable to dive into data, spot patterns, propose solutions.

Solid product sense and ability to absorb and teach product updates and company policies.

Team-player with the ability to work across functions and integrate feedback.

Passion for digital media, social creators, and evolving platforms.

Charismatic communicatorbuilds rapport easily.

Creative, adaptable, and resilient in rapid change

Excellent organizational skillsable to prioritize and manage multiple responsibilities under pressure.

Perks And Benefits

We are committed to providing the best environment for you to thrive in. To help with this, we have the following benefits available for all our employees.

Competitive Salary, Generous ESOPs, and Relocation Bonus

Learning & Development Programs with a Dedicated Budget

Company sponsored newsletters and books

ChatGPT Subscription

Regular Team Outings

Discounted Health Plans & Gym Memberships

Industry insights on growing your social media if you are a (aspiring) creator

Experience Wishlink

Explore our Creator App: iOS | Android

Explore our Shopping App: iOS | Android

Team

Shaurya Gupta - Founder & CEO

Divyansh Ameta - Founder & COO

Chandan Yadav - Founder & CTO

Team

Deep Anmol Singh - Hiring Manager (Head of Revenue)

Karthic C - Program Manager - CX