Website:
antinorm.co
Job details:
Who Are We?
We're the new kids on the block, but we're here to make some noise. Antinorm is a DTC Beauty × Personal Care brand built on a simple belief: self-care should be convenient, effective, and designed for real Indian lives. Our products are multifunctional, climate-aware, and rooted in global innovation - made for India's busy women.
What Antinorm is About
Our four pillars:
- Multifunctionality
- Instant solution
- Indian climate focus
- Trendy global innovations
About the Role
We are looking for a Customer Success Executive who will act as the voice for the customer within the company. This role focuses on ensuring a seamless customer experience by responding to customer queries, identifying issues, improving internal systems, and proactively sharing customer insights with the team.
In addition to customer support, the role will also contribute to customer relationship management, office coordination, and process improvement to ensure smooth day-to-day operations.
As the brand grows, this role will evolve across customer experience, automation, operations, and community engagement.
Key Responsibilities
1. Customer Support & Query Resolution
- Respond to customer queries across Email, WhatsApp, Instagram, and other support channels
- Handle customer calls and provide clear assistance
- Ensure timely, helpful, and empathetic responses to all customer concerns
- Resolve issues with a customer-first mindset, ensuring proper follow-ups until closure
- Maintain clear documentation of customer interactions and resolutions
2. Social Media Customer Support
- Respond to Instagram comments and DMs related to customer queries
- Address product questions, concerns, feedback, and complaints
- Escalate sensitive or complex cases to the relevant team members
- Monitor social media inbounds and share potential opportunities or insights with relevant teams
3. AI Bot Training & Support Automation
- Train and improve the AI chatbot using real customer conversations
- Identify gaps in chatbot responses and continuously improve accuracy
- Help build automated workflows and responses based on recurring customer queries
- Work with the team to improve support efficiency through automation
4. Customer Insights & Reporting
- Prepare daily or weekly customer sentiment reports
- Summarize key feedback, issues, and trends from customer interactions
- Identify recurring problems, patterns, and improvement opportunities
- Escalate key insights to the team with clear context and suggested solutions
5. Office Coordination & Operations Support
- Assist in basic office management tasks to ensure smooth daily operations
- Manage inventory for office supply’s
What We’re Looking For
- Strong written and verbal communication skills
- High empathy and strong problem-solving ability
- Ability to handle customers calmly and professionally
- Organized and detail-oriented with the ability to track patterns in feedback
- Basic understanding of customer relationship management (CRM) tools
- Ability to perform basic data analysis using tools like Excel/Google Sheets
- Comfortable working with customer data, reports, and identifying trends
- Comfortable working in a fast-paced startup environment
- Proactive mindset with the ability to identify improvements and take initiative
Click on Apply to know more.