Customer Experience Associate

About the Role

We are seeking a highly empathetic, proactive, and detail-oriented Customer Experience Associate who will serve as the frontline voice of our brand. This role goes beyond standard customer support - you will manage the full customer experience across channels, coordinate Ayurvedic doctor consultations, and constantly work to improve retention and customer delight.

The ideal candidate is articulate, comfortable with AI and CRM tools, and eager to build strong customer relationships for a fast-growing D2C wellness brand.

Key Responsibilities

Customer Support & Communication

Respond to customer queries across email, WhatsApp, website chat, and social media comments / DMs with prompt, empathetic, solution-oriented communication.

Maintain a high standard of written and spoken English; ensure brand tone is consistently followed.

Proactively identify patterns in customer feedback and raise insights to the founding team.

Order Fulfillment & Issue Resolution

Track order deliveries, coordinate with courier partners / logistics, and resolve delivery delays, damages, returns, or refunds.

Ensure timely resolutions with a 'customer-first' approach.

Consultation & CX Program Coordination

Schedule and manage Ayurvedic doctor consultations across geographies and time zones.

Ensure doctors have patient history before sessions and maintain smooth communication.

Maintain a structured record of each consultation : diagnosis, recommended products, follow-ups, and improvements.

Ensure consultation notes are converted into customer-ready formats and shared in time.

Manage positive relationships with doctors and ensure smooth onboarding, feedback, and communication.

Retention & Relationship Management

Build ongoing relationships with customers-especially repeat or long-term customers to drive retention and referrals.

Support loyalty & after-care programs to enhance customer journey and lifetime value.

Map customer trends and patterns to drive inputs to improve customer experience and retention

Tools, Automation & Process Optimization

Use AI tools and CX automation to improve response quality, speed, and customer delight.

Work hands-on with CRM, helpdesk, ticketing & workflow tools (e.g., Freshdesk, Gorgias, Intercom, HubSpot, AI chat assistants).

Document SOPs, FAQs, and best practices to scale CX operations.

Requirements & Skills

Must-Have

2–4 years of customer service experience, ideally in a D2C, e-commerce, or consumer-facing brand.

Excellent written & verbal communication (especially English).

Strong ownership mindset with the ability to work with minimal supervision.

Experience using CRM platforms and AI / customer support tools.

Problem-solver with a calm, empathetic disposition and high attention to detail.

Tech-savvy and quick to learn new systems.

Good-to-Have

Prior experience in wellness, Ayurveda, healthcare, teleconsultation, or beauty &

personal care.

Exposure to US / UK customer base & sensitivity to cultural nuances.

Experience working in an early-stage startup with zero-to-one processes.

Ability to handle multi-channel support with speed and clarity.

Traits We Value

Customer obsession

Empathy without losing business judgment

Reliability and proactive ownership

Continuous learner, self-driven, solution-focused

Ability to stay composed even during high-pressure moments

Skills Required

CRM Tools, intercom, Hubspot