Customer Support Lead

MomsMade · India

About MomsMade

MomsMade is building a new-age, clean-label brand for authentic traditional North Indian sweets and snacks. We are a small, fast-moving team that values ownership, care and simple systems that scale.

The role

You will own customer support end to end: speaking with customers, resolving order and product issues, and turning repeated questions into better processes. This is a hands-on lead role. We want someone who can use AI and no-code tools to automate repetitive work while keeping sensitive or emotional conversations genuinely human.

What you will do

• Own support across WhatsApp, phone, email, website and social channels.
• Resolve order, delivery, refund, replacement and product-quality issues with speed and empathy.
• Create clear SOPs, escalation rules, response templates and a useful knowledge base.
• Build AI/no-code workflows for FAQs, order-status updates, tagging, routing, summaries and reporting - with human review where it matters.
• Track response time, resolution time, repeat contacts, CSAT and top complaint themes; share insights with operations, logistics and marketing.
• Set the quality bar and coach new support team members as the function grows.

What we are looking for

• 3+ years in customer support/customer experience, with ownership or team-lead responsibility; D2C, e-commerce, food or FMCG experience is preferred.
• Hands-on experience with e-commerce/helpdesk tools and strong written and spoken English and Hindi.
• Calm judgment, high ownership and comfort working through startup and festive-season peaks.