Customer Experience Manager

Jain International Trade Organisation - India; Chennai District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Biotastic Health Systems in Chennai is seeking a Customer Experience Manager to enhance customer experiences and support. You will be responsible for optimizing the customer journey, managing multi-channel support, and implementing loyalty programs.

The ideal candidate has experience in customer support, excellent communication skills, and a passion for wellness solutions. This full-time, onsite role offers the opportunity to make a significant impact on customer satisfaction.

Qualifications

• Experience in customer support and satisfaction metrics.
• Ability to manage a customer support team effectively.
• Strong communication and interpersonal skills.

Responsibilities

• Own and enhance the entire customer experience cycle.
• Set up and manage multi-channel support.
• Develop customer loyalty and referral programs.
• Implement a smooth returns and warranty process.

Skills

Customer Journey Optimization

Multi-channel Customer Support

Loyalty Program Development

Team Management

Tools

Shopify

Amazon

WhatsApp

Email

Social Media

Job description

Biotastic Health Systems • Chennai plus • Posted 2 days ago • Updated 2 days ago

Job Type: FullTimePermanent

Work Mode: Onsite

Experience: MidLevel

At Biotastic Health Systems, our vision is to empower individuals to live longer, healthier, and more vibrant lives through innovative, science-backed biohacking solutions. We believe in optimizing wellness by combining technology and self-care to amplify vitality and longevity. From Red Light Therapy and Infrared Saunas to Cold Therapy systems, our holistic solutions are designed to enhance skin health, boost energy, and improve mental clarity. Wellness isn’t just about recovery—it’s about achieving your full potential. Biotastic transforms ordinary health practices into extraordinary outcomes. As a Customer Experience Manager, you will turn customers into long‑term brand advocates by delivering world‑class support, proactive communication, and personalized wellness experiences.

Responsibilities

• Customer Journey Optimization: Own and enhance the entire customer experience cycle from inquiry to post‑purchase; develop educational content (onboarding guides, video tutorials, webinars); implement customer feedback loops to improve products & services.
• Customer Support & Service Excellence: Set up & manage multi‑channel support (WhatsApp, Email, Calls, Social Media); reduce response & resolution times by optimizing SOPs; handle queries and orders on Shopify and Amazon; build a pre‑written FAQ & response database to streamline common queries; train & manage a customer support team to ensure 100% satisfaction.
• Retention & Loyalty Programs: Develop a customer loyalty & referral program to drive repeat purchases; track Net Promoter Score (NPS) & Customer Satisfaction (CSAT) to measure success; identify customer pain points & collaborate with product & marketing teams to improve engagement.
• After‑Sales & Warranty Support: Implement a smooth returns, maintenance & warranty process for ice baths, saunas, and red light therapy panels; work with the Product & Operations Team to ensure quick service resolution; track product defects, return rates, and service tickets to enhance quality control.