Customer Experience Executive

Customer Experience Executive

Location: Porvorim, Goa

About The Stack

Stack is on a mission to simplify better health, starting with sleep and gut health supplements that are rooted in science and designed for real life. No jargon, no fluff - just clean, effective formulations and honest, human conversations.

About the Role

At Stack, we view Customer Experience as part of the product, not just a support function. In a world where supplements can be confusing and over-marketed, we aim to simplify the decision-making process for our customers.

Your role will be to listen, understand, and guide. Sometimes, that means recommending the right Stack product. Other times, it means being honest and telling someone that The Stack isn't what they need, and that's perfectly okay. We're looking for someone who cares deeply about helping people feel seen, heard, and informed.

What you'll do

• Be the first point of contact for customers via WhatsApp, email, and social media DMs
• Understand customer needs and recommend the right Stack product (or none, when appropriate)
• Educate customers on ingredients, usage timelines, expected outcomes, and more
• Flag recurring queries to help improve our content and product communication
• Stay on top of delivery related incidents and drive them to a closure by using the right channels.
• Coordinate internally for reward fulfillment, replacements and refunds.
• Participate in customer research exercises (surveys, interviews, polls) from time to time based on business needs
• Communicate insights and feedback from these interactions back to the product team
• Manage our customer feedback tools (like surveys, reviews, NPS forms) and flag critical feedback, positive or negative, to the Head of Customer Experience
• What we're looking for
• 1–3 years of experience in a CX or product advisory role (D2C, wellness, or consumer brands preferred)
• Excellent written and verbal communication skills. This is a must.
• Are excited by the idea of being a 'guide' rather than a 'seller'
• Empathetic communicator with a bias toward clarity and honesty
• Curious about health, nutrition, and what makes people tick
• Comfortable working independently and making judgement calls.
• Based in Goa

Good to have

• Have worked with Shopify, IVR tools, CRM tools like Freshdesk

Skills Required
Shopify, CRM Tools