Customer Success

12 hours ago

Thrissur, Kerala, India Linen Trail Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About Linen Trail

Linen Trail is India's leading pure-linen label, crafting timeless apparel in the spirit of
Sustainable Quiet Luxury
. Our products are designed for those who value quality, craftsmanship, and the elegance of linen "for those who know." As we scale, we are building a team that obsesses over customer delight, operational excellence, and innovation.

Role Overview

We are looking for a
Customer Success & E-Commerce Operations Manager
who will wear two hats:

  1. Customer Success
    – Be the voice of our customers, ensure every interaction builds delight, and set up systems for retention, reviews, and customer feedback loops.
  2. E-Commerce Operations
    – Coordinate between production and logistics teams to ensure smooth, timely dispatches and delivery, while continuously improving operational efficiency.

This is a hands-on role for someone who enjoys building processes from scratch, loves solving customer problems, and thrives in a fast-paced D2C environment.

Key Responsibilities

  • Customer Success & Support
  • Manage customer interactions across channels (email, WhatsApp, calls, socials).
  • Set up
    customer labs, surveys, and review systems
    to gather actionable insights.
  • Build and run retention campaigns in sync with marketing (loyalty, win-back, referral).
  • E-Commerce Operations
  • Liaise with production and dispatch teams to ensure
    on-time deliveries
    .
  • Create processes for order tracking, issue resolution, and proactive communication.
  • Monitor order accuracy, logistics performance, and inventory coordination.
  • System Building
  • Develop SOPs for customer support and operations.
  • Implement feedback mechanisms and process improvements for customer delight.
  • Collaborate cross-functionally to ensure end-to-end customer journey excellence.

Who You Are

  • 2–4 years of experience in
    customer success, e-commerce operations, or D2C support roles
    .
  • Strong communication and problem-solving skills.
  • Comfort with tools like
    Shopify, CRM, Google Sheets/Excel, WhatsApp Business, and ticketing systems
    .
  • Passion for
    customer experience, operations, and building systems from the ground up
    .
  • Prior experience in fashion, lifestyle, or D2C brands is a strong plus

.

What We Offer

  • An opportunity to
    build a brand at the intersection of fashion and quiet luxury
    .
  • A fast-paced, founder-led culture where your ideas and execution directly impact growth.
  • Growth path to scale into
    Head of Customer Success / Operations
    as the brand expands.
  • Competitive compensation + team benefits.

Location

Thrissur, Kerala

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