Customer Success &Done
At &Done, we're redefining what high-performance haircare looks like for Indian hair. Backed by biotechnology and scientific precision, our formulations are designed specifically for Indian hair and weatherdelivering results global brands weren't built to offer.
We started in salons, earning the trust of top stylists across India, and are now scaling rapidly through our direct-to-consumer launch.
Founded by Saumya Yadav (Stanford GSB 19, IIT Delhi 13; ex-Urban Company, ex-Udayy) and Atit Jain (BITS Pilani 09; 2X founder Pluss, Bulbul; ex-VC at Elevation Capital), we're VC-backed and building a category-defining brand from the ground up.
Role Overview
The Customer Success Executive will be responsible for managing customer interactions across channels, ensuring seamless resolution of queries, and creating a delightful post-purchase experience. This role plays a critical part in building brand loyalty and strengthening long-term customer relationships.
Key Responsibilities
- Customer Support & Resolution
- Handle customer queries via email, WhatsApp, social media, and calls.
- Ensure timely, empathetic, and effective resolution of complaints or concerns.
- Track and close customer tickets within defined SLAs.
- Customer Relationship Management
- Proactively follow up with customers to ensure satisfaction.
- Build long-term engagement through personalized communication.
- Identify opportunities for upselling or cross-selling where relevant.
- Feedback & Insights
- Collect and analyze customer feedback to identify trends.
- Share insights with marketing, product, and operations teams.
- Contribute ideas to improve customer journeys and reduce friction points.
- Process & Documentation
- Maintain accurate records of customer interactions in CRM/tools.
- Help refine FAQs, help guides, and support SOPs.
- Support in improving internal processes for better customer experience.
Key Requirements
- 13 years of experience in Customer Success / Customer Support / CRM roles (preferably in D2C, beauty, or consumer brands).
- Strong written and verbal communication skills.
- High empathy and customer-first mindset.
- Ability to multitask and work in a fast-paced environment.
- Basic understanding of CRM tools and ticketing systems.
- Comfortable working with cross-functional teams.
Preferred Attributes
- Experience in beauty, skincare, or haircare brands.
- Familiarity with e-commerce platforms.
- Data-driven mindset with basic reporting skills.
What We Offer
- Opportunity to grow with a fast-scaling consumer brand.
- Collaborative and high-ownership work culture.
- Learning exposure across marketing, product, and operations.
- A chance to directly impact customer experience and brand loyalty.
If you're someone who believes customer experience is the heart of a brand and loves turning challenges into delightful moments, we'd love to hear from you.
Skills: crm,communication,customer experience
