Customer Experience Manager - D2C Experienced

Consult Shekhar Pandey; New Delhi; Hybrid; INR 400,000 - 560,000; Full time

Job summary

Consult Shekhar Pandey is seeking a customer success associate to own the moment of contact with luxury and D2C customers. You will handle inquiries across email, WhatsApp, Instagram, and returns, repair, and refunds, ensuring statements are resolved properly and humanly.

You should have 2–5 years of customer-facing experience, excellent written English, and a calm, precise communication style. The role emphasizes ownership, pattern recognition, and a love for beautiful products, with room to

Qualifications

• 2–5 years in customer-facing work, preferably in premium retail, hospitality, luxury or D2C brands.
• Excellent written English and warm, precise communication; not robotic.
• Ability to calm upset customers without grovelling or defensiveness.
• Owns problems until resolved and does not pass them on.
• Notices patterns and identifies root causes of recurring issues.
• Highly organised to manage high message volume without things falling through.
• Cares about product quality and detects when shipped items aren’t up to standard.

Responsibilities

• The inbox across every channel: reply within a reasonable time and maintain helpful tone.
• Handle order issues end-to-end: delays, damages, wrong items, lost parcels, and follow-ups.
• Manage returns, exchanges and refunds quickly and fairly with judgment on policies.
• Oversee aftercare and repairs to demonstrate product longevity and service quality.
• Engage international customers with awareness of time zones, duties, and customs.
• Support Harrods and stockist customers who contact us directly.
• Provide weekly notes to founders about customer feedback and suggestions.
• Contribute to help pages, macros and policies in our voice
• Read and respond to reviews and feedback from customers.

Skills

Excellent English

Customer-facing

Calm under pressure

Problem ownership

Attention to detail

Organised

Aesthetic sense

Tools

Shopify

Gorgias

Freshdesk

Zendesk

Job description

ABOUT THIS ROLE

Someone who spends that on a bag or a pen has expectations, and they should. We spend months on a zip pull. The moment a customer writes to us, the experience they get has to be made with the same care.

This role owns that moment. Every email, every WhatsApp, every Instagram DM, every return, every repair, every parcel stuck in customs in Dubai. You will be the person our customers actually talk to, and for most of them you will be the only human at our company they ever meet.

This is not a call centre job. We do not want scripts, ticket-closing targets or "we regret the inconvenience caused." We want someone who reads a message, understands what the person actually needs, and fixes it. Properly, and the first time. Then writes back like a thoughtful human being.

It is also not a job that ends at the inbox. Every complaint is data. If three people in a month say a strap is too short, that is not three tickets. That is a note to the design team, and you are the one who writes it. Our repeat rate went from 16% to 20% and we want it higher. Much of that will come from how people feel after their first order, which means much of it comes from you.

We would rather hire someone from the front desk of a great hotel than from the support floor of a big tech company. Temperament matters more than tooling. Tooling we can teach.

What you'll own

• The inbox across every channel. Email, WhatsApp, Instagram, phone. Nothing waits overnight without a reply
• Order issues end to end. Delays, damages, wrong items, lost parcels, chased with courier partners until they are closed, not escalated and forgotten
• Returns, exchanges and refunds, handled quickly and fairly, with the judgement to know when a policy should bend
• Aftercare and repairs. Our products are made to last, and the service has to prove it
• International customers. Time zones, duties, customs holds, and expectations shaped by brands in London and New York
• Harrods and stockist customers who come to us directly
• A weekly note to the founders. What people complained about, what they loved, what we should change
• Our help pages, macros and policies, written in our voice and kept current
• Reviews and feedback. Asking for them, reading all of them, replying to the ones that matter

What we're looking for

• 2 to 5 years in customer-facing work. Premium retail, hospitality, luxury or a D2C brand, ideally
• Excellent written English. Warm, precise, never robotic. This is the most important line on this list
• You can calm down an angry customer without grovelling and without getting defensive
• You own a problem until it is solved. You do not pass it on and hope
• You notice patterns. You see the fifth identical complaint and ask why it keeps happening
• Organised enough that nothing falls through, even on a day with two hundred messages
• You care about beautiful things, and you can tell when something we have shipped is not good enough

Nice to have

• Experience with Shopify, and a helpdesk tool like Gorgias, Freshdesk or Zendesk
• You have handled international shipping, returns or customs issues
• Hindi as well as English, for customers who would rather not write in English
• You have built a support process from scratch rather than only following one
• You have written help-centre content or customer policies that people actually read

CULTURE

We don't have a ton of VC money to burn. We're not trying to be a unicorn. We don't have a fancy town hall every month or employee talent days where you mandatorily have to dance and pretend you're happy.

If you work with us, we will need you to dream big but work small every day. We'll need you to be patient about the audacious goals and impatient with action. You will join a winning team, not a family.

Other than better compensation, you will be part of a design-driven mission to build an incredible global brand out of India. As founders, we will patiently nurture your progress, lend you support so you can do your best work while still managing your personal life, keep toxicity away, and hear you with open ears when things are not going well.