Customer Support Specialist

Hiring — CRM & Growth Lead

We are looking for someone who can own customer communication, CRM, lifecycle journeys, campaign ideation, and relationship building across WhatsApp, SMS, Email, and automation channels. This is not a conventional CRM role. We want someone who can think, ideate, execute, coordinate across teams, and help shape how customers experience and connect with the brand.

Responsibilities

• Manage CRM and customer communication journeys across WhatsApp, SMS, Email, and automation channels

• Build customer relationship journeys including welcome, post purchase, engagement, win back, and loyalty flows

• Ideate campaigns, launch concepts, engagement hooks, and customer experience improvements

• Coordinate with design, operations, customer support, tech, and founders for smooth execution

• Manage Zoho workflows and customer databases

• Improve customer engagement, repeat purchase behavior, and overall brand experience • Run A/B tests for messaging, offers, communication, and journeys

• Analyze campaign performance and share actionable insights Preferred Experience • Experience in D2C or ecommerce brands

• Background in CRM, lifecycle marketing, customer relationship management, or growth • Experience with Zoho, Shopify, WhatsApp tools, Email and SMS platforms

• Strong execution and coordination skills

• Creative thinker with high ownership mindset Ideal Candidate

• Thinks beyond execution and brings ideas proactively

• Understands customer psychology and brand experience

• Comfortable working directly with founders

• Can coordinate across departments and get things done fast

• Startup minded and highly ownership drivenLocation

• Gurgaon / Hybrid