Job Title: Customer Experience Executive
Shift: Night Shift (6:00 PM – 2:00 AM IST)
Work Model: Hybrid(WFH + In-Office)
Weekly Offs: 2 Days (Rotational)
About the Role
At Indē Wild, customer experience is at the heart of everything we build. As a CE Executive, you won't just resolve queries - you'll nurture a community, build trust, and bring our brand philosophy to life through every interaction.
This role is ideal for someone who understands the nuance of a premium beauty/wellness brand and can translate that into thoughtful, high-quality customer conversations.
What You'll Do
Be the Voice of Indē Wild
- Engage with customers across Email, WhatsApp, and Social channels in a warm, informed, and brand-aligned tone
- Deliver a seamless, premium experience across all touchpoints
- Ensure high first-contact resolution with clarity and empathy
Own the Customer Journey
- Handle queries across orders, products, routines, and post-purchase experience
- Guide customers thoughtfully (not just resolve) — especially around product usage and expectations
Build Trust Through Every Interaction
- Turn concerns (delivery delays, product dissatisfaction, etc.) into positive recovery experiences
- Balance honesty with reassurance, maintaining brand credibility
Drive Insights for Growth
- Accurately categorise issues (product performance, logistics, payments, etc.)
- Identify recurring themes and share structured insights with Marketing, Ops, and NPD
- Actively contribute to improving product perception and communication
Manage Escalations Thoughtfully
- Flag high-risk or sensitive cases early
- Coordinate with internal teams for timely, high-quality resolution
Support Retention & Revenue
- Reduce cancellations and COD RTO through proactive communication
- Encourage reorders and long-term engagement through strong experience delivery
What We're Looking For
- 1–3 years in Customer Experience (D2C / beauty / wellness preferred)
- Strong written communication - must be able to match brand tone (this is critical)
- High empathy, ownership, and attention to detail
- Comfort working night shifts and rotational schedules
- Prior experience with CRM tools / WhatsApp support is a plus
What Success Looks Like
- High CSAT & quality interaction scores
- Strong FRT, TAT, and FCR
- Accurate issue categorisation and valuable insights
- Lower escalations and improved customer retention
- COD RTO recovery and reduced cancellations
Why This Role at Indē Wild
- Be part of a fast-growing, community-first beauty brand
- Direct impact on how customers experience and trust the brand
- Opportunity to influence product, marketing, and operations through real customer insights
