Role Overview
We are looking for a mature and strategic Customer Experience Leader who can own end-to-end customer journeys and handle high-stakes escalations with empathy and clarity. This role requires a strong balance of communication, data-driven thinking, and customer-first mindset across both online and offline channels.
Key Responsibilities
- Own and manage customer escalations, ensuring timely, sensitive, and effective resolution
- Design and continuously improve end-to-end customer journeys across all touchpoints
- Draft and refine customer communications (emails, responses, policies, escalation handling scripts)
- Analyze customer data, feedback, and trends to identify root causes and improvement opportunities
- Work cross-functionally with operations, product, and service teams to enhance overall customer experience
- Bring structure and logic into customer service processes through data-backed insights
- Lead and mentor customer service teams (if applicable), ensuring high-quality delivery and accountability
Ideal Fit Criteria
- Strong command over English (mandatory) and working proficiency in Hindi
- Excellent communication style: empathetic, composed, yet authoritative when required
- Demonstrated ability to handle customer escalations with maturity and sensitivity
- Strong analytical and logical thinking skills with comfort working on data
- Experience in customer journey mapping and experience design
- Prior experience in leading or managing customer service teams
- Comfortable working in a hybrid setup (Chennai-based)
Preferred Background
- Women professionals returning to work after a career break
- Experience in Banking, Airlines, or Service Industries (including VRS professionals)
- Exposure to structured, process-driven environments with strong customer focus
What We're Looking For
- A leader who can balance empathy with accountability
- Someone who is data-aware, research-driven, and solution-oriented
- Ability to command respect while maintaining a customer-first approach
Who This Role Is NOT Suitable For
- Candidates with only conversational skills but no data orientation
- Individuals not comfortable with structured problem-solving or analytics
- Those not willing to engage in a hands-on, ownership-driven role
About Sweet Karam Coffee
Sweet Karam Coffee is a modern Indian food brand rooted in South Indian culture,
warmth, and better-for-you choices. We operate across D2C, Quick Commerce, and
Marketplaces, and believe brand trust is built through consistency at every
touchpoint.
Website: https://sweetkaramcoffee.in/ 
