Customer Success Executive

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 touchpoints—calls, 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

Skills Required
CRM Tools