GoodSpace
Website:
goodspace.ai
Job details:
Job Title: Customer Experience Manager
Location: Gurugram
Experience: 3 - 5 Years
CTC: upto 9 LPA (fixed)
Role Overview
We are looking for a Customer Experience Lead who will own and elevate the end-to-end customer journey. This role goes beyond support - it is about building a structured, scalable, and premium customer experience function aligned with the brand’s values.
You will lead the support team, define processes, implement systems, and ensure every customer interaction reflects our commitment to quality and transparency.
Key Responsibilities
1. Customer Experience Ownership
- Own the complete customer journey across WhatsApp, Email, Social Media, and CRM platforms
- Ensure all communication aligns with the brand’s premium tone and values
- Define and maintain response quality standards, tone, and SLAs
2. Team Leadership & Development
- Lead and manage customer support executives and supervisors
- Build structured training programs for product knowledge and communication
- Conduct regular performance reviews, audits, and feedback sessions
3. SOPs & Process Excellence
- Develop and optimize SOPs for all customer scenarios
- Eliminate duplication and inconsistencies across channels
- Improve key metrics: response time, resolution time, and closure rates
4. Escalation & Policy Management
- Handle complex customer cases, escalations, and disputes
- Ensure fair but firm policy enforcement (MTO, exchanges, timelines, etc.)
- Balance customer satisfaction with operational feasibility
5. Systems & Automation
- Work with tools like DelightChat, Zendesk, or Shopify
- Drive automation and AI-assisted support solutions
- Build and maintain a scalable knowledge base
6. Cross-functional Collaboration
- Translate customer feedback into actionable insights
- Work closely with production, logistics, and leadership teams
- Identify recurring issues and drive root-cause resolution
What Success Looks Like
- Reduced response and resolution times
- High consistency in communication quality
- Strong customer satisfaction without policy compromise
- A well-trained, self-sufficient support team
- Scalable systems supporting increasing order volumes
Who This Role Is For
- 3 - 5 years of experience in customer experience, support, or service operations (preferably D2C or premium brands)
- Experience in building or scaling support functions, not just executing tasks
- Strong understanding of customer service vs. customer experience
- Ability to balance empathy with business constraints
- Highly structured, process-driven, and detail-oriented
- Comfortable in high ownership, fast-paced environments
Preferred Skills
- Experience with CRM tools (DelightChat, Zendesk, Freshdesk, etc.)
- Familiarity with Shopify or similar platforms
- Strong written and verbal communication skills
- Ability to manage multiple channels and stakeholders
- Analytical mindset with a focus on continuous improvement
Click on Apply to know more.