Customer Success Lead

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: ₹35,000.00 - ₹40,000.00 per month

Work Location: In person