Customer Experience - Team Lead - Skincare (Call/ Email/ Social media)

PeopleGene · India

Responsibilities:

● Oversee end-to-end customer experience operations across WhatsApp, calls, email, Instagram DMs, social media comments, and other customer touchpoints.

● Handle and resolve complex or high-priority customer escalations with a focus on timely and effective resolution.

● Manage order-related queries as well as skincare related queries and assist the team with the brand aligned resolution.

● Monitor customer reviews and feedback across relevant platforms and ensure appropriate responses and follow-ups.

● Identify recurring customer issues and work with relevant teams to improve the overall customer journey.

● Lead, mentor, and support the CX team to ensure consistent customer service and performance standards.

● Conduct regular quality checks of customer conversations and calls to identify gaps and improvement areas.

● Provide constructive feedback and coaching to team members and identify training needs.

● Support the team with difficult or sensitive customer interactions and provide guidance on appropriate resolutions.

● Ensure the team follows established SOPs, processes, and communication guidelines.

● Create, implement, and continuously improve SOPs for customer support operations, including order handling, refunds, replacements, escalations, complaints, and other CX processes.

● Maintain standardized response templates for WhatsApp, email, social media, and other customer communication channels.

● Identify operational gaps and recommend process improvements to improve efficiency and customer experience.

● Ensure customer interactions, complaints, feedback, and resolutions are accurately documented and tracked.

● Analyze customer queries and chat dispositions to identify product, website, communication, and service-related pain points and prepare regular CX reports and highlight key trends, recurring issues, and areas requiring attention.

● Collaborate with the New Product Development team on consumer testing, sample dispatches, feedback collection, and follow-ups.

● Share relevant customer insights with Product and NPD teams to support product

improvements and new product development.

● Support cross-functional CX projects and initiatives as required.

Good to have:

● Prior experience leading or supervising a customer support team, preferably in a D2C, e commerce, skincare, beauty, or consumer brand.

● Strong experience handling end-to-end customer queries and escalations across chat, calls, email, and social media.

● Experience creating and implementing SOPs, response templates, quality control processes, and performance tracking systems.

● Strong analytical and problem-solving skills with the ability to identify trends from customer data and feedback.

● Strong verbal and written communication skills.

● Comfortable working with cross-functional teams and driving process improvements.

● Interest in skincare with a basic understanding of skincare routines, skin types, and commonly used skincare ingredients.

● Comfortable working in a fast-paced startup environment and taking ownership of

new projects and initiatives.