D2C Customer Success
Company: Muun Home
Location: Hosiery Complex-Noida Phase 2
Experience: 1-3 years
About Muun Home
Muunhome.com is a design-first home brand blending European minimalism with Indian colours, textures, and craftsmanship. We focus on original designs, small-batch production, and thoughtful collaborations — creating products that feel warm, modern, and deeply personal for modern Indians.
As founders, we are hands-on and deeply involved in product, design, and brand. We're now looking for a D2C Customer Success to join our team — someone who can turn conversations into sales, and support our growth across website, social, and marketplaces.
Role Overview
This role goes beyond traditional customer support. We're looking for someone who treats every customer conversation — on WhatsApp, Instagram, website chat, or email — as a chance to build trust and drive a sale. You'll own the full pre-sales-to-post-sales customer journey: answering product questions, guiding style/fit decisions, closing purchases, and ensuring customers have a great experience after they buy.
You'll also support marketplace growth, day-to-day operations, and occasional on-ground brand events.
Key Responsibilities
Pre-Sales & Sales Conversion
- Own inbound queries across WhatsApp, Instagram DMs/comments, website live chat, and email — respond quickly and convert interest into orders
- Proactively engage warm leads (cart abandoners, product enquiries, DM sliders) with consultative, non-pushy conversations
- Guide customers on product details, materials, styling, and usage to build purchase confidence
- Use product knowledge and brand tone to upsell/cross-sell relevant pieces where genuinely useful to the customer
- Track and report on conversion rates from chat/DM/comment interactions; flag drop-off points to the growth team
Customer Support & Retention
- Handle order-related queries, delays, returns, and exchanges with empathy and speed
- Maintain Muun Home's warm, thoughtful brand voice across every customer touchpoint
- Collect and relay customer feedback and product insights to the founders/growth team
Marketplace Growth Support
- Support daily activity on Amazon, Tata Cliq Luxury, and other marketplaces
- Monitor ratings, reviews, and customer Q&A; respond or escalate as needed
- Assist with listing updates, offers, and catalogue hygiene
- Coordinate with the growth/marketplace manager on campaigns and launches
Operations Support
- Coordinate with warehouse and ops teams on dispatches and exceptions
- Track delayed or special orders and follow up internally until resolved
- Support peak sale periods, promotions, and launch days
Events & On-Ground Brand Activities
- Assist with pop-ups, exhibitions, flea markets, and brand events
- Drive on-ground sales conversations and product setup
- Capture customer feedback and insights from in-person interactions
- Represent Muun Home in a warm, brand-aligned manner at events
Who We're Looking For
- 1–3 years of experience at a premium, story-led D2C brand in beauty, home, or lifestyle where sales happen through consultative conversations (Instagram, WhatsApp, website chat) rather than high-volume call-centre support.
- Track record of turning customer conversations (DMs, chats, comments) into completed purchases
- Strong written and spoken communication in English.
- Comfortable building rapport with customers and reading buying intent
- Organised, proactive, and self-driven comfortable owning a query end-to-end without hand-holding
- Genuine interest in design, home decor, or lifestyle brands
- Comfortable with flexible responsibilities, including on-ground event work
Good to have:
- Familiarity with Instagram/WhatsApp Business tools, live chat platforms, or CRM/helpdesk software
- Basic understanding of marketplace operations (Amazon Seller Central, Tata Cliq, etc.)
How to Apply
Send your resume and a short intro — to hr@ieraliving.com
Subject: Application – D2C Customer Success (Muun Home)
