Customer Experience
7 days ago
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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