Open nowPosted 239 days ago

Customer Experience Head

Scrabble

Where: Gurugram, Delhi

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Your applicationOpen nowCustomer Experience HeadScrabble · Gurugram, Delhi

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This job: posted 239 days ago

The posting

You will directly influence customer trust and brand credibility. Key Responsibilities ● Own customer escalations end-to-end — with urgency, empathy, and accountability. ● Resolve issues in a way that protects long-term customer trust, not just closes tickets. ● Improve CSAT, FCR, response times, and reduce repeat complaints month-on-month. ● Identify root causes behind recurring issues and implement permanent fixes. ● Build a CX team that genuinely cares about customers — while maintaining strong process discipline. ● Ensure every customer interaction reflects Rasayanam’s integrity and brand standards. ● Use customer feedback as insight to improve product, operations, and communication. ● Maintain structured reporting with clarity and zero ambiguity. What we are looking for ● 3–5 years of experience in Customer Service / Customer Experience, with prior team handling exposure. ● Proven ability to lead and mentor a team while consistently improving service KPIs (CSAT, FCR, response time, repeat complaints). ● Strong escalation management skills — you stay calm under pressure and resolve conflicts with maturity and empathy. ● A genuine care for customers — you see every complaint as an opportunity to strengthen trust. ● High ownership mindset — you fix problems end-to-end instead of escalating them endlessly. ● Strong understanding of customer service metrics and quality frameworks. ● Process-oriented and disciplined — you can build structure without losing empathy. +91 93111 20631 [email protected] Plot no 697, sector 69, IMT HSIIDC Faridabad (HR), INDIA 121004 RASAYANAM.in CIN- U46497HR2024PTC122425 GST NO - 06AANCR7133H1Z6 ● Clear communicator with strong stakeholder management skills. ● Experience in D2C, Nutraceuticals, or Ayurveda is preferred. Why Join Us ● You’ll build and scale the CX function in a fast-growing, profitable D2C brand — not just manage daily operations. ● Your decisions will directly influence customer trust, repeat purchases, and public reviews. ● High performers get ESOP opportunities — if you help build long-term value, you share in it. ● You’ll work closely with leadership and get exposure to real business decisions, not just your department. ● If you care deeply about customers and want real ownership, this role will push and grow you. +91 93111 20631

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