About Gabit
Gabit is an integrated longevity platform with a mission to enable everyone to live healthier and longer. Gabit's philosophy is rooted in the interconnectedness of health, offering science-backed solutions leveraging the key pillars of health and wellness – nutrition, fitness, sleep, and mental wellness.
Gabit is a unique platform globally, which enables users to track and assess 150+ health markers and biomarkers across a Gabit Smart Ring (our own wearable and flagship product), Gabit Smart Scale, CGM and Blood work on one single platform. We go beyond tracking and also help people achieve their goals through an expert team of in-house coaches and through science-backed Gabit products - supplements, skincare - that they can use.
About the Role
As a CX Ninja at Gabit, you will be responsible for building and scaling a high-impact, data-driven customer experience function. This role goes beyond traditional support — you will work at the intersection of strategy, operations, and product to ensure seamless, efficient, and delightful customer journeys.
You will own CX outcomes end-to-end, drive process excellence, and ensure that customer insights directly shape product and business decisions as we scale.
What Your Day Would Look Like:
- Own and improve end-to-end customer journeys across all touchpoints
- Drive process improvements to reduce response times, improve resolution quality, and increase customer satisfaction.
- Track and analyse key CX metrics (CSAT, NPS, FRT, resolution time, drop-offs) and take data-led actions.
- Identify recurring customer issues and collaborate with product and tech teams to solve them at the root.
- Build and scale CX processes, SOPs, and workflows to handle increasing volumes efficiently.
- Drive automation and tooling to reduce manual effort and improve speed.
- Manage and mentor a small CX team, ensuring strong execution and accountability.
- Work closely with operations, product, and growth teams to align CX with business goals.
- Continuously improve customer communication, experience quality, and retention outcomes.
Say Hello If You've Got:
- A bachelor's degree with 5–8 years of experience in Customer Experience, Customer Operations, or similar roles.
- At least 1–2 years of experience managing and leading teams.
- Strong preference for candidates who are ex-Zomato with 4+ years of overall tenure.
- Proven experience in building and scaling CX processes, with a strong focus on improving key metrics like CSAT, NPS, FRT, and resolution time.
- Strong analytical skills with hands-on experience in Excel/Google Sheets and working with data to drive decisions.
- Experience working cross-functionally with product, tech, and operations teams to solve customer problems at scale.
- Excellent communication and stakeholder management skills.
- A problem-solving mindset with high ownership and a bias for action.
- Ability to thrive in a fast-paced, high-growth environment and drive outcomes independently.
- A genuine interest in health, fitness, and building customer-centric experiences.
What'll will you get:
- Fast paced growth in the startup FMCD Space.
- High ownership with the opportunity to think strategically and execute at scale.
- Mentorship from experienced leaders, domain experts, and the founding team.
Starting Date – Position open immediately
Location – Gurugram (NCR)
