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Customer Experience Manager

2 weeks ago

Cochin, Kerala, India Hashboosh Designs Private Limited Full time ₹ 2,50,000 - ₹ 5,00,000 per year

Job Title: Customer Experience Lead

Location: Kochi

Department: Customer Experience

Reports To: Chief Customer Experience Officer

About Hashboosh

Hashboosh is a women's wear brand with a unique promise — Seriously Casual, one new style every day. We are building a community-first fashion experience where customer delight, trust, and long-term relationships matter most.

Role Overview

The Customer Experience Lead will be responsible for designing, managing, and continuously improving the end-to-end customer journey at Hashboosh. This includes ensuring smooth communication, post-purchase support, and logistics coordination so customers have a seamless experience from order to delivery.

Key Responsibilities

  • Lead and manage the customer support team across WhatsApp, email, phone, and social channels.
  • Manage customer logistics support — including order tracking, delivery coordination, return/exchange logistics, and resolving courier issues.
  • Create processes to ensure fast response times, effective resolution, and high satisfaction.
  • Analyze customer feedback, returns, and queries to identify patterns and improvement areas.
  • Collaborate with operations, marketing, and design teams to build a frictionless shopping experience.
  • Develop scripts, FAQs, and knowledge bases for scalable customer support.
  • Track key metrics: NPS, CSAT, response time, resolution rate, repeat purchases.
  • Manage escalations and ensure customer-first solutions.
  • Drive customer loyalty programs, engagement campaigns, and retention initiatives.

Qualifications & Skills

  • Bachelor's degree; MBA preferred.
  • 5+ years in customer experience, customer success, or operations, preferably in fashion/e-commerce.
  • Strong communication and people management skills.
  • Experience with CRM, ticketing, logistics coordination, and chatbot/automation tools.
  • Data-driven mindset with a customer-first approach.
  • Ability to balance empathy with efficiency.

What We Offer

  • Opportunity to shape the customer experience of a fast-growing fashion brand.
  • A collaborative and creative work environment.
  • Competitive compensation and growth opportunities.

Job Types: Full-time, Permanent

Pay: ₹25, ₹50,000.00 per month

Education:

  • Bachelor's (Required)

Experience:

  • Customer service: 3 years (Required)

Language:

  • English (Required)

Work Location: In person