Customer Experience Specialist

About Peeko :

We're a seed-funded startup backed by a leading VC, ready to revolutionize babycare commerce.

We're on a mission to make life easier for busy millennial parents through our specialized rapid-commerce platform exclusively designed for babycare . At Peeko, shopping for your little one is quick, easy, and reliable—exactly what busy parents deserve!

Led by Vivek Khetan , Abhijit Gairola and Chetan Sharma , who previously had senior leadership roles at Oyo, Moneyview and Leap. Our founding team has experience in building scaled profitable startups.

Responsibilities

• Serve as the primary point of contact for customer inquiries, escalations, and service-related issues.
• Coordinate with warehouse, logistics, and delivery teams to ensure order accuracy, timely fulfillment, and issue resolution.
• Track order performance, delivery delays, cancellations, and exceptions to ensure smooth operations.
• Identify patterns from customer concerns and relay insights to relevant teams for continuous improvement.
• Manage SLAs and ensure adherence to customer experience standards.
• Maintain accurate documentation of interactions, resolutions, and operational workflows in CRM tools.
• Support the creation and refinement of SOPs for customer interactions and order lifecycle operations.
• Assist with onboarding new processes, system improvements, and automation initiatives that enhance the customer journey.
• Collaborate with product, ops, and category teams to enhance platform experience and operational efficiency.

Requirements