Customer Success Lead
2 weeks ago
Job Description:
In this role, you'll be the bridge between our customers and our brand. From helping parents choose the right product to ensuring smooth order journeys and resolving queries with empathy, you'll own the end-to-end customer support experience. You'll also support backend operations like managing checkouts, order recoveries, and communications across platforms.
Responsibilities:
Customer Support
● Handle inbound/outbound calls, WhatsApp chats, and emails for queries, delays, setup help, or returns
● Monitor complaint trackers and ensure service SLAs are met
● Guide parents with pre-purchase decisions (helping them pick the right product combo, understanding their needs)
Order & Checkout Journey Management
● Manage GoKwik abandoned checkout reports
● Track ATC (Add to Cart) and initiate recoveries via Bik (WhatsApp + email)
● Create/update Shopify draft orders and discount codes as required
Communication & Helpdesk
● Build, schedule, and send WhatsApp/email broadcasts for sales, updates, or onboarding
● Update customer journey templates (Bik flows, returns, delivery notifications,
post-purchase guidance)
● Monitor team responses on the Bik Helpdesk dashboard to ensure timely resolution
Operational Support
● Coordinate with Bluedart for delay communications
● Maintain Razorpay/GoKwik payment links for manual orders
● Keep support phone numbers updated across website, packaging, and manuals
What We're Looking For
● 1–3 years of experience in customer success, DTC eCommerce, or support
operations
● Strong written and verbal communication (English + Hindi)
● Hands-on experience with Shopify, GoKwik, Razorpay, WhatsApp tools (Bik, Interakt, Wati)
● High empathy for parents and ability to simplify support with warmth
● Bonus: Experience with a parenting, kids-focused, or design-first brand
Job Type: Full-time
Pay: ₹35, ₹40,000.00 per month
Work Location: In person
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