Hibiscus Monkey LLP
Website:
hibiscusmonkey.com
Job details:
Hibiscus Monkey is a bootstrapped, science-backed D2C skincare brand built in Mumbai. We're a small, hands-on team of people who care deeply about what goes on skin — and about how customers experience every touchpoint with us. We crossed 100K Instagram followers this year, and we're growing fast. FY 26–27 is about scaling thoughtfully: new channels, new geographies, a bigger team — without losing what makes us real.
We don't have a playbook handed to us. We build ours as we go. If you find that exciting rather than unsettling, you'll fit right in.
The Role
- Customer care at Hibiscus Monkey isn't a ticket-closing operation. It's brand-building through every conversation. You'll be the human voice of a brand that takes skincare seriously — handling queries, solving real problems, turning a frustrated buyer into a loyal one, and feeding back intelligence from customers that shapes how we grow.
- You'll work across channels (WhatsApp, email, marketplace portals, DMs) and closely with our fulfilment, marketing, and product teams. This is a foundational hire — the structures and standards you build will define CX at Hibiscus Monkey as we scale.
What you'll own
- Resolve customer queries across WhatsApp, email, Nykaa/Amazon seller portals, and Instagram DMs — with speed, warmth, and accuracy
- Handle order issues end-to-end: delivery delays, wrong shipments, returns, refunds, and exchange coordination with the fulfilment team
- Own complaint escalation: identify when something needs to go to fulfilment, product, or the founders — and make sure it does
- Build and maintain response templates, SOPs, and a basic FAQ library so quality stays consistent as we scale
- Track recurring issues, surface patterns, and report weekly insights to the team — "we're getting 30 queries about X, here's why" is exactly the kind of intelligence we need
- Coordinate with marketplace ops on seller tickets, return claims, and portal compliance requirements
- Support retention: proactive post-purchase check-ins, replenishment nudges, and winback outreach for lapsed buyers
- Keep CX response time and resolution rate metrics in view, report them honestly, and flag when things are slipping
What we're looking for
- 1–3 years in a customer-facing role — D2C, e-commerce, or consumer brand experience preferred
- Fluent written and spoken English; Hindi is a strong plus given our customer base
- Comfortable navigating marketplace portals (Amazon Seller Central, Nykaa Seller Hub) — not expected to be an expert, but quick to learn
- High empathy, low ego — genuinely enjoys solving problems for people, not just closing tickets
- Detail-oriented: you notice inconsistencies, you flag them, and you follow through until they're resolved
- Comfortable in a fast-moving, small-team environment where the brief changes and you figure it out
- Basic familiarity with Google Sheets / Excel — enough to track and report your own metrics
- The profile we're not looking for
- Someone who needs a fully built system before they can operate — we're building it together
Click on Apply to know more.