About nir by Breathe Again
nir by BreatheAgain is a premium wellness brand dedicated to helping individuals achieve balanced nutrition through customized dietary assessments and recipes. Our cutting-edge app customizes health routines for India's top 1% and global clients. We are in a rapid growth phase and seeking a strategic Customer Support executive to drive our expansion.
Role Summary:
As a Customer Support Executive at nira, you will be the voice of the brand for all incoming & outgoing client interactions. You will guide, support, and empower our customers through their transformation journey. This role is pivotal in creating a consistent, empathetic, and responsive experience for every client across different touchpointscalls, WhatsApp, email, and our app.
Key Responsibilities:
1. Client Interaction & Relationship Management
- Handle incoming queries across WhatsApp, phone calls, email, and app chat.
- Respond to concerns with empathy, clarity, and problem-solving orientation.
- Build long-term relationships by ensuring every interaction adds value to the customer journey.
2. Issue Resolution & Escalation
- Resolve product/service-related issues in a timely and efficient manner.
- Escalate complex issues to relevant internal departments and follow up until closure.
3. Onboarding & Journey Monitoring
- Assist new clients during onboarding: share orientation materials, coordinate first consultations, and help them navigate the app.
- Track progress and proactively reach out to ensure they stay on track.
4. Coordination & Internal Collaboration
- Coordinate with nutritionists, doctors, and backend teams to fulfill client needs and updates.
- Maintain accurate records of client conversations and concerns using CRM tools.
5. Feedback Loop & Quality Assurance
- Collect client feedback regularly and share insights with the product, nutrition, and content teams.
- Suggest process improvements based on common queries or bottlenecks.
Requirements:
Experience & Skills
- 2-4 years in customer support/client servicing roles, preferably in wellness, healthcare, or SaaS. Experience in Luxury and/or Concierge services is a strong plus
- Strong verbal and written communication (English and Hindi mandatory; regional languages a plus).
- Excellent interpersonal and active listening skills.
- Problem-solving mindset with the ability to remain calm under pressure.
- Comfortable working with CRMs, WhatsApp Business, Zoom, and project tracking tools.
What We Offer:
- A purpose-driven role in a high-impact wellness company
- Learning opportunities with nutrition, psychology, and tech teams
- Fast career growth for high-performers
- Supportive and mission-driven team culture
- Competitive Salary
