Customer Relations & Community Executive

Job Description :

Welcome to Snackible, where taste meets health in every delicious bite! Established in 2015, Snackible has emerged as a market leader in the healthy snack space, committed to creating snacks that strike the perfect balance between irresistible flavours and nutritional goodness. Our extensive range of snacks, crafted with the highest-quality ingredients, caters to all your snacking needs.

Primarily thriving in the online sphere through our website, www.snackible.com, and various online marketplaces, Snackible also extends its reach offline, delighting customers in over 24 cities through the general trade channel. As a testament to our success, we proudly collaborate with leading corporations, providing them with our delectable snacks to satisfy their employees cravings.

If you are eager to be part of a fast-paced, challenging work environment and contribute to revolutionising the snack industry, then Snackible is the place for you!

About the role :

We're looking for someone who doesn't just handle customers, but represents the brand in every interaction.

This role sits at the intersection of customer care, community building, and growth. You'll be the first voice customers hear, the person who closes the loop internally, and the one who turns conversations into brand loyalty.

What you'll do :

Be the first line of contact for customers :

• Handle all inbound queries across calls, whatsapps, email, social channels, and shopify.
• Respond to customers quickly & clearly to resolve complaints, queries, and edge cases with empathy and ownership.
• Ensure every interaction feels on-brand and human, rather than automated and structured. Every case is different, everyone loves it when someone connects on person level.

Manage inbound leads and close loops :

• Capture and qualify inbound leads (B2B + D2C).
• Route leads to the right internal teams (sales, partnerships, ops).
• Follow up where needed to ensure closure.
• Maintain a clean, updated CRM or lead tracker.

Turn conversations into insights :

• Track customer feedback, complaints, and recurring issues while highlighting them to the appropriate teams for them to take corrective action on the same.
• Identify patterns and share insights with marketing, product, and ops.
• Build and manage customer communities (WhatsApp, Instagram, etc.).

Lead outbound communication :

• Conduct regular outbound calls/messages for lead nurturing, feedback collection, issue resolution and campaign follow-ups.
• Ensure communication is proactive, not just reactive.

Run Customer focus groups & feedback loops :

• Organise and conduct customer interviews or focus groups in coordination with various departments.
• Gather qualitative insights on products, campaigns, and experience through various outbound activities.
• Translate insights into actionable recommendations.

What we're looking for :

• 0-1 years in customer experience, support, or community roles.
• Strong communication skills (written + verbal).
• Comfortable handling calls and conversations daily.
• High ownership drive & mindset.
• Ability to stay calm under pressure and think on your feet.
• Organised and detail-oriented with strong follow-through.
• Candidate should be based in Mumbai as this is an onsite role.
• Bonus: Experience in D2C, FMCG, or startup environments.