Job Title: Customer Experience Executive
Shift: Night Shift (6:00 PM - 2:00 AM IST)
Work Model: Hybrid(WFH + In-Office)
Weekly Offs: 2 Days (Rotational)
About the Role
At Indē Wild, customer experience is at the heart of everything we build. As a CE Executive, you won't just resolve queries - you'll nurture a community, build trust, and bring our brand philosophy to life through every interaction.
This role is ideal for someone who understands the nuance of a premium beauty/wellness brand and can translate that into thoughtful, high-quality customer conversations.
What You'll Do
Be the Voice of Indē Wild
Engage with customers across Email, WhatsApp, and Social channels in a warm, informed, and brand-aligned toneDeliver a seamless, premium experience across all touchpointsEnsure high first-contact resolution with clarity and empathyOwn the Customer Journey
Handle queries across orders, products, routines, and post-purchase experienceGuide customers thoughtfully (not just resolve) - especially around product usage and expectationsBuild Trust Through Every Interaction
Turn concerns (delivery delays, product dissatisfaction, etc.) into positive recovery experiencesBalance honesty with reassurance, maintaining brand credibilityDrive Insights for Growth
Accurately categorise issues (product performance, logistics, payments, etc.)Identify recurring themes and share structured insights with Marketing, Ops, and NPDActively contribute to improving product perception and communicationManage Escalations Thoughtfully
Flag high-risk or sensitive cases earlyCoordinate with internal teams for timely, high-quality resolutionSupport Retention & Revenue
Reduce cancellations and COD RTO through proactive communicationEncourage reorders and long-term engagement through strong experience deliveryWhat We're Looking For
1-3 years in Customer Experience (D2C / beauty / wellness preferred)Strong written communication - must be able to match brand tone (this is critical)High empathy, ownership, and attention to detailComfort working night shifts and rotational schedulesPrior experience with CRM tools / WhatsApp support is a plusWhat Success Looks Like
High CSAT & quality interaction scoresStrong FRT, TAT, and FCRAccurate issue categorisation and valuable insightsLower escalations and improved customer retentionCOD RTO recovery and reduced cancellationsWhy This Role at Indē Wild
Be part of a fast-growing, community-first beauty brandDirect impact on how customers experience and trust the brandOpportunity to influence product, marketing, and operations through real customer insights Read LessAbout Us:
Join our dynamic and innovative startup skincare brand that is committed to redefining beauty standards with clean, effective, and sustainable products. Founded by beauty influencer Diipa Büller-Khosla, the brand emphasizes authenticity, and transparency, offering vegan and cruelty-free products that cater to diverse skin types while celebrating cultural heritage. We believe in empowering our customers with science-backed skincare solutions, and we're looking for a visual storyteller with a passion for creating captivating content to help us take our brand to the next level.
Brand:
The Role
We are looking for a highly organized and proactive Production Assistant / Event Associate to join our team. This is a fantastic opportunity for a fresher/Junior who is hungry to learn the ropes of event production and logistics from the ground up. In this role, you will be the backbone of our event logistics, acting as the primary point of contact for our barter vendors and local ground teams. You will also play a crucial, full-time role in helping us build and execute a brand-new, large-scale annual "Festive Party" IP. If you are a problem-solver who thrives on their feet and loves bringing creative events to life, this role is for you.
Key Responsibilities
Vendor Management: Take sole ownership of coordinating with all our vendors, partners, and ensuring deliverables are met on both sides.On-Ground Logistics: Manage the nitty-gritty of event logistics. This includes coordinating transport, managing setup/teardown, and troubleshooting on-site issues to ensure smooth operations.Annual Festive Party IP: Serve as a dedicated, full-time associate for our upcoming flagship annual festive party, assisting the core team with end-to-end production, scheduling, and execution.Local Communication: Act as the vital bridge between our internal team and local logistics/ground staff to ensure clear communication and execution.Production Support: Assist the broader events team with administrative tasks, running errands, sourcing materials, and ensuring the production machinery runs smoothly.What We Are Looking For
Experience: Fresh college graduates are welcome and encouraged to apply! Previous internships or volunteer experience in event management, college fests, or production is a big plus.Language Skills (Mandatory): Absolute fluency in Hindi and Marathi is required to effectively manage local ground staff, vendors, and logistics. Proficiency in English is also expected.Logistical Prowess: You aren't afraid to get your hands dirty. You are comfortable being on your feet, managing on-ground chaos, and handling the physical demands of event setups.Communication: Strong negotiation and people skills, especially when dealing with vendors and partners.Attitude: High energy, extremely organized, reliable, and capable of working in a fast-paced, dynamic environment.What You Get
A Culture-First Brand: Be part of a vibrant, inclusive environment that places a massive emphasis on innovative, industry-leading marketing efforts. Marketing isn't just a department here; it's the heartbeat of the brand.Ownership & Mentorship: Enjoy true autonomy and ownership over your campaigns and community initiatives, paired with dedicated mentorship from senior leadership to accelerate your career growth.Global Exposure: Opportunities for rapid career progression in a fast-paced, global startup environment.Team Perks: Generous employee discounts, indē wild goodies, and first access to all new product launches.Other details:
Office location: Lower Parel, MumbaiWorking days: Monday to FridayWorking from office: 4 days in office (3 days set, 1 flexible, 1 WFH)If this sounds like you - please share your updated resume on .
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