Head of Customer Experience

About Wishlink Wishlink is a well-funded, early-stage startup, on a mission to shape the creator economy and change how people shop. Our mission is to build a hyper-personalized shopping experience for every user, which is creator-led, so that every user can get exactly what they are looking for. We are on a mission to define new charters at the intersection of two of the most prominent aspects of the internet - e-commerce and social media. Team and Investors We’re 3 founders, Chandan, Shaurya, and Divyansh, with a shared passion to solve real-world problems at scale and consume content for hours (XD). We started Wishlink in January 2022 when we discovered products on social media that we wanted to buy but could not (in some cases, actually did)! We are based out of Gurugram. We have recently raised a series A round of $7M, led by Fundamentum & Elevation Capital. Why Join Us? Exciting Problem The way people shop online is changing. Users are tired of spending hours browsing humongous catalogs on eCommerce marketplaces just to find a single piece of apparel they like. They need curation, and they need trusted reviews - which is what Wishlink is bringing with the help of content creators. Wishlink is at the forefront of this change, enabling users to shop in an easier and more exciting way. Immense Scale In just 2 years of existence, Wishlink is used by over 800k users daily to discover and shop products online. This number has grown over 3x in the last 4 months. Stellar Team Wishlink is all about its people. Our business and engineering teams are young and energetic, come from stellar backgrounds, and are dedicated towards a common goal. Also, we have a LOT of fun! Growth Opportunity We have grown remarkably in the last 4 months and are doing a monthly GMV of over Rs. 150cr. We are working with over 10,000 content creators and 250+ brands and eCommerce marketplaces including Amazon, Flipkart, Myntra, Nykaa, Ajio, H&M, Savana (Urbanic), Only, Vero Moda, Libas, Aurelia, Mama Earth, and many more. What would you be doing? Own the mission and overall roadmap of Creator Experience across all touch points Lead the Creator Support Team: Manage a 8+ membered team of support leads and executives to ensure all targets (FRT, QRT, CSAT etc) Build robust systems and processes to ensure seamless query resolution via support Constantly update the knowledge base required for support teams Automate support processes and responses by using gen AI tools Measure NPS: Track Net Promoter Score regularly and identify promoters, detractors including pain points and opportunities for improvement. Improve NPS: Plan & execute multiple strategic projects across Wishlink solving for detractors, thereby having a direct impact on NPS Collaborate with cross-functional teams at Wishlink across multiple key projects and be the advocate for creator experience at Wishlink What are we looking for? Bachelor's/ Master's degree from Tier-1 colleges Engineering, Finance, Economics, or a related field 3-5 years of experience as a Program Manager, Founder’s Office, EIR, Chief of Staff at a fast-paced startup (or) as a Consultant at a top-tier Consulting firm Professional experience in customer experience/customer success roles (Preferable) Leadership and effective stakeholder management capabilities Ability to build scalable processes and streamline workflows in a cross-functional setup Excellent analytical skills with the ability to interpret data and provide actionable insights Awesome communication skills, to ensure effective cross-functional collaboration Ability to navigate through dynamic, fast-paced work environment of an early-stage startup (super important) Open to learning new stuff (super important) Humble, kind, and open to feedback (super duper important)

Wishlink is a well-funded, early-stage startup, on a mission to shape the creator economy and change how people shop.