Customer Success

Job Description: Customer Success

Role Department: Customer Success

Location: New Delhi, India

Reports To: Co-founder

About EkAnek Networks

EkAnek Networks is a VC-funded, tech-first startup shaping the future of eCommerce 2.0. Backed by Lightspeed, Peak XV Partners, Matrix, and Alpha Wave Incubation, we are building rich buying experiences, connecting influencers and brands, and enabling D2C growth through FOXY (India's first hyper-personalized beauty social commerce app), Hiper (our private label), and EkStore (our SaaS platform for D2C brands).

About the Role Customer Success Lead

We're looking for a Customer Success Lead to own and scale the customer support experience for FOXY. You'll set up systems, design processes, and lead a high-performing team to ensure every customer enjoys a seamless journey. This role requires prior experience in building/managing CS teams for eCommerce brands.

Key Responsibilities

• Own end-to-end customer support: from query resolution to post-purchase engagement.
• Build, mentor, and lead a CS team with clear KPIs and workflows.
• Implement tools and processes to improve ticket handling, response times, and feedback loops.
• Balance speed, empathy, and business objectives with a strong customer-first approach.

What We're Looking For

• 1.5+ years in Customer Success/Support with 12 years leading a CS team in eCommerce.
• Proven ability to set up or scale CS functions.
• Strong communication, problem-solving, and CRM platform experience.
• High ownership mindset and comfort in a fast-paced startup environment.

Culture @ EkAnek Networks

We are building a team of tenacious and resilient people who are passionate about tech, beauty, and eCommerce. Employees are encouraged to take direct ownership of opportunities and are closely mentored by senior leadership. The team is lean, works hard, and solves tough problems.

We select one person to join the team for every thirty who apply. Following are the tenets of our culture:

Performance.

We have a clear measurement and support structure to deliver and measure impact. This gives clarity and ensures that strong delivery is rewarded disproportionately.

Learning.

We fit the role to each person. Roles are clear and stretch growth in areas identified in development chats.

Ownership.

Every person in the team has space and the mandate to go further in their objectives and pick up other areas of interest.

Support.

Our leadership is extremely accessible and open to mentorship. We are supportive of special circumstances as well as educational opportunities.