Customer Success Lead

6 days ago

Mumbai, Maharashtra, India Miniture Full time ₹ 5,00,000 - ₹ 8,00,000 per year

Company Description

Miniture is built on the belief that play isn't just for fun; it's the foundation of a child's confidence, creativity, and growth. We design premium, multifunctional furniture and play-tools that empower children to explore, imagine, and thrive, while blending beautifully into modern homes. Driven by a passion for purposeful design and an unwavering commitment to parents and children, Miniture transforms everyday spaces into environments where learning and play go hand in hand.

Role Description

We're looking for a
Customer Success Lead
to join our team in Mumbai. In this role, you'll be the primary point of contact for our customers, ensuring they have an exceptional experience from their first query to post-purchase support.

Your day-to-day will involve:

  • Handling all customer communication
    across calls, WhatsApp, and email, addressing everything from pre-purchase questions about our products to managing returns and handling delay communications with the delivery partner.
  • Managing the full order journey
    , including tracking add to carts and abandoned carts, initiating recovery efforts via WhatsApp and email, and creating Shopify draft orders. Manage customer journey flows to handle purchase drop-offs, returns, delivery notifications and post-purchase guidance.
  • Using our helpdesk tools
    (Bik, Interakt, etc.) to monitor ticket responses, manage broadcasts for sales and updates, and keep our communication templates up-to-date.
  • Maintaining operational efficiency
    by coordinating with delivery partner, updating customer trackers, service SLAs, and payment links, and ensuring all support information is up-to date across our channels and brand collaterals.

Qualifications

  • You have 1-3 years of experience in customer success, DTC eCommerce, or support operations.
  • You have strong written and verbal communication skills in both English and Hindi.
  • Customer Satisfaction and Customer Service skills
  • You're hands-on with key eCommerce and support platforms like Shopify, GoKwik, and WhatsApp tools (Bik, Interakt, Wati).
  • Experience with CRM software is a plus. Analytical skills to understand and address customer needs.
  • You have a genuine empathy for parents and can simplify complex issues with warmth and clarity.
  • Bonus
    : You have experience working with a parenting/kids-focused or design-first brand.

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