Customer Experience Lead

Tiber Taber · Uttar pradesh, India

Tiber Taber is looking for a Customer Experience Lead to own how our customers experience the brand - from the first WhatsApp message to the last delivery, and everything in between.

This isn't a support role. You'll lead our CX team, shape how Tiber Taber sounds and feels across every touchpoint, and turn customer behaviour into real business decisions - working closely with Marketing, Ecommerce and the founders.

What you'll own:

• Customer Care - lead and manage the CX team across WhatsApp, calls and email; set SOPs, SLAs and quality standards. Resolve Escalation. Improve current customer support quality.
• Tone & Communication - define the Tiber Taber voice; rewrite FAQs, templates, and automated journeys (post-purchase, abandoned cart, win-back)
• CRM & Automation - set up and manage email, WhatsApp and CRM workflows (Bitespeed) end to end
• Website & Conversion - analyse the customer journey from ad to purchase; fix drop-offs, cart abandonment and conversion gaps.
• Insights - turn CSAT, reviews and recurring complaints into product, marketing and ops improvements.

You'd be a great fit if you:

• Have led customer experience, care, or CRM at a D2C/e-commerce brand
• Write well and can define a brand's tone of voice
• Are comfortable with CRM/automation tools and reading funnel data
• Like owning outcomes, not just tickets

Sector 7, Noida (20 mins from Lajpat Nagar, Delhi)

Full-time, Monday–Saturday (alternate Saturdays off)

#Hiring #CustomerExperience #D2C #NoidaJobs #TiberTaber