Head of Customer Experience

About Good MonkGood Monk is a Bengaluru-based clinical nutrition brand that fortifies everyday Indian food — protein for rotis, nutrition mixes for families and the 50+, fibre, and more. We sell across our own D2C store, Amazon, and quick commerce (Blinkit, Zepto, Instamart). Around 60% of our business is D2C, which means the experience a customer has after they click “buy” is ours to own — and it is a direct driver of repeat purchase, reviews, and brand trust.

Why this role existsToday our customer experience runs on effort, not on a system. We need a leader who has already built customer support and order-operations infrastructure at a scaled D2C brand and can install it here — tools, processes, team, training, and measurement — starting from day one. The mandate is simple: every query gets answered fast and resolved properly, every COD order gets confirmed, every failed delivery gets rescued, and every customer interaction builds credibility for the brand rather than eroding it.This is a builder role, not a caretaker role. You will inherit a small team of CX executives and a lot of green-field.

What you will own1. Customer query redressal systemDesign and implement an omnichannel support stack — WhatsApp, email, calls, Instagram/Facebook DMs, website chat, and marketplace buyer messages (Amazon, Q-com) — on a single helpdesk with unified customer history.Select and deploy the right tools: helpdesk/ticketing (e.g., Freshdesk, Zendesk, Gorgias, Richpanel, Zoho Desk), WhatsApp Business API platform, cloud telephony/dialer, and integrations with Shopify, Shopflo, and our logistics aggregator so agents see orders, payments, and shipment status in one view.Define the ticket taxonomy, priority matrix, SLAs (first response, resolution), escalation paths, and a refund/replacement/return policy with clear agent-level authority limits.Build the knowledge base, macros/canned responses, and product FAQs in partnership with R&D and marketing so answers on ingredients, dosage, safety, and claims are accurate and compliant.Own response rate and resolution quality across every channel; nothing goes unanswered.

2. Order and delivery operations (outbound CX)Run the ABC calling desk: COD order confirmation, address verification, fake/duplicate order flagging, prepaid conversion, and abandoned-cart recovery — with scripts, call windows, and conversion tracking.Run the NDR desk: same-day action on every non-delivery report, customer contact, re-attempt coordination with courier partners, and root-cause tracking by courier, pin code, and reason.Drive RTO reduction and RTO closure: address quality, COD risk scoring, courier performance reviews, and clean reconciliation of returned inventory and refunds with finance and warehouse.Set up the workflows on our logistics aggregator (Shiprocket/ClickPost-type panel) and courier dashboards; hold courier partners to SLA.

3. Voice of customer, NPS, and trustLaunch and run the NPS/CSAT programme — post-delivery and post-resolution surveys, segmented by product, channel, and cohort — and publish a monthly Voice-of-Customer report to the leadership team.Own ratings and reviews hygiene across Amazon, Q-com apps, Google, and our own store: respond to every negative review, convert resolved complaints into positive reviews, and flag product or listing issues to the owning team.Close the loop: a structured feedback pipeline from CX into product (formulation, taste, packaging), marketing (claims, expectations set by ads), and ops (packaging damage, delays).Protect the brand on compliance-sensitive conversations — health claims, adverse-event reports, allergen queries — with clear protocols and R&D sign-off.

4. Team building and qualityHire, train, roster, and lead the CX executive team; define roles by queue (inbound, ABC, NDR/RTO) and scale headcount with order volume.Build the training curriculum — product knowledge, tone of voice, objection handling, tool usage — and a certification before agents go live.Run a QA programme: weekly call and chat audits, scorecards, coaching, and monthly calibration.Design incentive structures tied to confirmation rates, NDR conversion, CSAT, and QA — not just call counts.

5. Tracking, reporting, and costBuild the CX dashboard (helpdesk + dialer + Shopify + logistics data): volumes, SLA adherence, CSAT/NPS, confirmation and NDR rates, RTO %, cost per contact, and agent productivity — reviewed weekly with the CEO.Own the CX budget: tooling, telephony, and headcount; manage the cost-per-order of CX as volume scales.Use automation and AI (WhatsApp flows, chatbots, auto-tagging, smart routing) where it improves speed without hurting the experience.

First 90 daysDays 1–30 — Diagnose and stabilise. Audit every channel, tool, and process; baseline all KPIs (response time, backlog, CSAT, confirmation rate, NDR conversion, RTO %); clear the backlog; put interim SLAs and escalation rules in place; present the CX system blueprint and tool recommendations with costs.Days 31–60 — Install the system. Deploy the helpdesk and WhatsApp/telephony stack with Shopify and logistics integrations; launch the knowledge base and macros; set up ABC and NDR desks with scripts and trackers; roll out the QA scorecard; go live with post-delivery NPS.Days 61–90 — Run and prove it. Hit interim SLA targets; deliver the first monthly Voice-of-Customer report; show measurable movement on NDR conversion and RTO %; finalise the hiring plan and incentive structure for the team; lock year-one targets with the CEO.

Who we are looking forMust-have6–10 years in customer experience / customer support / order operations, including at least 3 years leading the function at a D2C brand doing meaningful daily order volume (indicatively 500+ orders a day) — ideally in health, nutrition, beauty, or FMCG.Has personally built — not just run — a CX system: chose the tools, set the SLAs, wrote the processes, hired the team. Can describe the before-and-after in numbers.Hands-on with a modern helpdesk (Freshdesk, Zendesk, Gorgias, Richpanel, Zoho Desk or similar), a WhatsApp Business API platform (Interakt, WATI, Gupshup, Bitespeed or similar), and cloud telephony/dialers.Deep familiarity with Indian D2C order operations: Shopify, COD dynamics, NDR/RTO workflows, courier aggregators (Shiprocket, ClickPost, Delhivery, Bluedart panels), and reconciliation with finance.Has run an NPS/CSAT programme and used it to change something in product, marketing, or ops.Comfortable with data: builds own trackers and dashboards (Excel/Sheets at minimum; Looker Studio/Metabase a plus), reads funnel and cohort data, argues with numbers.Fluent in English and Hindi; able to coach a multilingual calling team.

Strong plusExperience managing marketplace buyer communication and review management on Amazon and quick-commerce platforms.Experience with subscriptions, loyalty, or retention programmes where CX was a lever.Has deployed chatbot/AI automation in support and knows where it fails.Worked in a regulated category (nutraceuticals, pharma OTC, personal care) with claims and adverse-event protocols.

What you are likeOwner mindset: you treat an unanswered customer as a personal failure and a system gap to fix, not a ticket to close.Builder bias: you would rather ship a working process this week than a perfect one next quarter.Calm under volume: sale days, stock-outs, and courier meltdowns do not rattle you.Empathy with a spine: you protect the customer and the brand, and you know when a refund is cheaper than a lost customer.Hands-on leader: you take calls and answer chats yourself when needed, and your team knows it.

Why joinOwn a function end-to-end and report directly to the CEO — your work shows up in retention, reviews, and revenue within months.A science-led brand in a category where trust is the whole game; CX is core, not cost.Budget and mandate to choose the tools and build the team you believe in.Competitive compensation with performance-linked variable pay and ESOPs.