Customer Experience Associate – PickMyChef
About PickMyChef
PickMyChef is a personalized food-tech platform that connects customers with skilled home chefs and professional chefs to deliver freshly prepared, high-quality meals. We focus on delicious food, seamless ordering, and exceptional customer delight.
We are building a platform where great food meets great service, and we are looking for a Customer Experience Associate who can be the voice of PickMyChef and ensure every customer has an outstanding experience.
Role Overview
The Customer Experience Associate will manage end-to-end customer interactions, ensure smooth coordination with chefs and delivery teams, and drive continuous improvements across the customer journey.
This role is ideal for someone who is empathetic, proactive, and passionate about creating exceptional customer experiences.
Key Responsibilities
Customer Support & Issue Resolution
- Handle customer complaints, queries, and order-related issues via phone, WhatsApp, and email.
- Resolve concerns quickly and professionally while maintaining a customer-first mindset.
- Ensure timely communication and clear updates to customers.
Cross-Team Coordination
- Work closely with chef teams, tech team, sales team, and delivery partners to resolve real-time operational issues.
- Ensure seamless communication between teams for accurate and timely order fulfillment.
Refunds & Service Recovery
- Manage refunds, replacements, and compensation according to company policies.
- Document customer issues clearly and ensure proper closure and follow-up.
Customer Satisfaction & Follow-ups
- Monitor customer satisfaction for each order.
- Conduct follow-ups with customers to ensure full resolution and build long-term relationships.
Feedback Collection & Insights Reporting
- Collect feedback on chef performance, delivery experience, and platform usability.
- Identify recurring issues and customer trends.
- Provide insights and improvement suggestions to product and leadership teams.
- Support user research initiatives such as customer surveys and post-order interviews.
Required Skills
- Excellent communication skills (spoken and written).
- Strong problem-solving and conflict resolution abilities.
- High level of empathy and patience with customers.
- Ability to multitask in a fast-paced environment.
- Basic understanding of food delivery or marketplace operations is preferred.
- Experience with CRM or ticketing tools is a plus.
Who You Are
- You enjoy interacting with people and solving problems.
- You are detail-oriented and organized.
- You love turning negative experiences into positive ones.
- You thrive in dynamic startup environments and enjoy working across teams.
Compensation & Work Model
- Salary: ₹3,00,000 per annum (3 LPA)
- Work Model: Hybrid (combination of remote work and in-office collaboration)
- Location: Flexible, with occasional in-office coordination when required
Why Join PickMyChef
- Be part of a growing food-tech startup
- Opportunity to shape the customer experience from the ground up
- Work closely with founders and cross-functional teams
- Help build a platform that delivers joy through great food
