Website:
proteinchef.fit
Job details:
๐๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐๐
๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒ & ๐ฆ๐๐ฝ๐ฝ๐ผ๐ฟ๐ ๐ฆ๐ฝ๐ฒ๐ฐ๐ถ๐ฎ๐น๐ถ๐๐
๐๐ผ๐ฐ๐ฎ๐๐ถ๐ผ๐ป: Bangalore (In-Office/ Hybrid)
๐๐
๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒ: 2โ3 Years
๐๐ป๐ฑ๐๐๐๐ฟ๐: FMCG / FoodTech / D2C / F&B
๐๐๐ป๐ฐ๐๐ถ๐ผ๐ป: Customer Experience
๐ฅ๐ฒ๐ฝ๐ผ๐ฟ๐๐ถ๐ป๐ด ๐ง๐ผ: Quality & Compliance Head
๐๐ฏ๐ผ๐๐ ๐๐ต๐ฒ ๐ข๐ฝ๐ฝ๐ผ๐ฟ๐๐๐ป๐ถ๐๐
At Lo Foods, we're on a mission to make functional food accessible to over 100 million Indian households. As India's largest and fastest-growing functional food company โ and among the Top 2 health-focused cloud kitchens โ we're transforming the way people eat: healthier, more enjoyable, and more sustainable.
We're the parent of Lo Foods, Protein Chef, DiabeSmart and Lo! Low Carb & Keto Foods โโ available across quick commerce, e-commerce, cloud kitchens, and D2C. Backed by Rainmatter (Zerodha) and scaling fast, we're building the infrastructure behind India's next great food company.
๐ช๐ต๐ ๐ง๐ต๐ถ๐ ๐ฅ๐ผ๐น๐ฒ ๐๐
๐ถ๐๐๐
Every customer who reaches out to us โ whether it's a Protein enthusiast on Blinkit, a first-time buyer on Amazon, or someone who just had a meal on Swiggy โ deserves a fast, empathetic, and intelligent response. This role owns that experience end to end. You won't just be answering tickets. You'll be the connective tissue between our customers and our internal teams โ quality, production, NPD, and business โ and you'll actively build and improve the systems that make customer delight scalable.
๐๐ก๐๐ญ ๐๐จ๐ฎ'๐ฅ๐ฅ ๐๐ฐ๐ง
๐ข๐บ๐ป๐ถ๐ฐ๐ต๐ฎ๐ป๐ป๐ฒ๐น ๐ฆ๐๐ฝ๐ฝ๐ผ๐ฟ๐
โฆ Own and resolve customer queries across all touchpoints โ Website/D2C, Amazon, Blinkit, Zepto, Instamart, Swiggy, Zomato, and social media channels (Instagram, WhatsApp, email)
โฆ Ensure zero-backlog: every query acknowledged, tracked, and closed within SLA
๐๐๐๐ผ๐บ๐ฎ๐๐ถ๐ผ๐ป & ๐ฆ๐๐๐๐ฒ๐บ๐
โฆ Be the driver โ not just a user โ of CX automation tools (chatbots, helpdesk platforms, auto-routing workflows)
โฆ Continuously identify gaps in the current system, propose enhancements, and implement them with the tech team
โฆ Build and maintain SOPs, response templates, and escalation playbooks
๐๐ป๐๐ฒ๐ฟ๐ป๐ฎ๐น ๐๐ผ๐ผ๐ฟ๐ฑ๐ถ๐ป๐ฎ๐๐ถ๐ผ๐ป
โฆ Escalate and coordinate product quality issues with the Quality & Compliance team in real time
โฆ Loop in Production, NPD, and the Business team for recurring complaint patterns, packaging issues, or product feedback
โฆ Convert customer feedback into structured insights that actually reach decision-makers
๐๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐ฆ๐ฎ๐๐ถ๐๐ณ๐ฎ๐ฐ๐๐ถ๐ผ๐ป & ๐๐ป๐ฎ๐น๐๐๐ถ๐ฐ๐
โฆ Track and own CSAT, response time, resolution rate, and repeat complaint metrics
โฆ Publish weekly CX dashboards and surface emerging trends before they become crises
โฆ Drive proactive outreach โ returns, replacements, and recovery for high-value customers
๐๐ฑ๐ฒ๐ฎ๐น ๐๐ฎ๐ฐ๐ธ๐ด๐ฟ๐ผ๐๐ป๐ฑ
โ 2โ3 years of hands-on experience in customer support, CX ops, or a similar role โ preferably in FMCG, D2C, food delivery, or e-commerce
โ You've worked across multiple platforms simultaneously โ not just one channel
โ You understand automation isn't optional; you've used such tools
โ Sharp communicator โ written and verbal โ who can de-escalate a frustrated customer and write a clean internal escalation note with equal ease
โ Detail-oriented, ownership-driven, and genuinely uncomfortable leaving a query unresolved
โ Comfortable reading data, building basic trackers, and turning numbers into action
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