Senior Customer Service Lead

We’re hiring!

Position : Senior Customer Service Lead

Location : Turbhe, Navi Mumbai – On-site

Experience : 5 to 6 Years

About Nap Chief

Nap Chief is a fast-growing D2C kids wear brand creating fun, comfortable, and stylish clothing for little ones. We believe in making every child’s day brighter with high-quality, playful designs that parents love. Our team is small, energetic, and passionate about building a brand that makes a real difference.

What You’ll Do :

Lead and mentor the customer success and support team to deliver a world-class post-purchase experience.

Build and implement structured systems for query management, resolution time, and escalation tracking.

Own customer satisfaction and loyalty metrics (NPS, CSAT, repeat rate).

Identify at-risk customers and build retention and win-back strategies.

Work cross-functionally with Growth, Ops, and Brand teams to improve customer journey touchpoints.

Train and empower team members with templates, tone of voice guidelines, and empathy-based communication.

Analyse complaint trends, returns, and feedback loops to reduce friction.

Maintain proactive communication with high-value or repeat customers.

Develop insights from customer conversations to guide product and marketing decisions.

Present monthly dashboards to leadership with learnings, patterns, and action plans.

Build an ownership culture — where each executive is accountable for experience and resolution quality.

Conduct weekly team reviews to ensure alignment, coaching, and continuous improvement.

What We’re Looking For :

Customer success strategy & team management

Empathy, patience, and diplomacy

NPS and retention analytics

CRM tools (e.g., Gorgias, Freshdesk, or similar)

Strong communication and storytelling with customers

Problem-solving and crisis management

SOP creation and workflow optimization

Collaboration with brand & growth teams

Data-driven decision making

Leadership through coaching and empowerment

Apply Now : Send your CV to sharvari@napchief.com or apply directly.

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