Customer Success Executive (D2C Beauty Startup)

About the role

The Customer Success Executive will own post‑purchase interactions across multiple channels, ensuring queries are resolved quickly and customers enjoy a seamless experience. This position is key to building brand loyalty for a fast‑growing direct‑to‑consumer hair‑care brand.

Key responsibilities

• Handle customer inquiries via email, WhatsApp, social media and phone, meeting defined SLAs.
• Proactively follow up with customers to confirm satisfaction and nurture long‑term relationships.
• Identify upsell or cross‑sell opportunities where appropriate.
• Collect and analyse feedback, sharing trends with marketing, product and operations teams.
• Maintain accurate interaction records in CRM and help improve FAQs, help guides and support SOPs.

Required profile

• 1–3 years of experience in Customer Success, Support or CRM roles, preferably in D2C, beauty or consumer brands.
• Strong written and verbal communication with a high‑empathy, customer‑first mindset.
• Ability to multitask in a fast‑paced environment and collaborate with cross‑functional teams.
• Basic understanding of CRM and ticketing systems.

Required skills

• CRM tools
• Ticketing systems
• Basic reporting and data analysis

What we offer

• Growth opportunities within a rapidly scaling consumer brand.
• Collaborative, high‑ownership culture with exposure to marketing, product and operations.
• Direct impact on customer experience and brand loyalty.