Customer Experience Executive – Night Shift (Hybrid)

About the role

Indē Wild is looking for a Customer Experience Executive to join its night‑shift team. Working hybrid (remote and in‑office), you will be the voice of the brand, delivering premium support across email, WhatsApp and social channels while nurturing a community of beauty and wellness enthusiasts.

Key responsibilities

• Engage with customers via email, WhatsApp and social media in a warm, brand‑aligned tone.
• Provide first‑contact resolution, guiding users on product usage, orders, routines and post‑purchase queries.
• Turn concerns such as delivery delays or product dissatisfaction into positive recovery experiences.
• Accurately categorise issues (product performance, logistics, payments, etc.) and share insights with Marketing, Operations and New Product Development.
• Flag high‑risk or sensitive cases early and coordinate with internal teams for timely resolution.
• Support retention by reducing cancellations, COD RTO and encouraging repeat orders.

Required profile

• 1–3 years of experience in customer experience, preferably D2C, beauty or wellness.
• Excellent written communication with the ability to match brand tone.
• High empathy, ownership, attention to detail and comfort with night‑shift and rotational schedules.
• Prior exposure to CRM tools and WhatsApp support is a plus.

Required skills

• CRM tools
• WhatsApp support

What we offer

• Direct impact on customer experience for a fast‑growing community‑first beauty brand.
• Opportunity to influence product, marketing and operations through real‑time customer insights.