Customer Support & Consumer Insights Executive
Delhi Full-time Reports to founders
About Us
Permea makes skincare that actually absorbs. Most products sit on the surface; ours use exosome and
liposome delivery systems to get actives into the skin, not just onto it. The brand is pre-revenue, the team is
small, and the founding logic is tight.
This is our first customer-facing hire. Day-to-day, the job involves handling queries and sorting out delivery
issues. But that is only part of it. We want someone who reads patterns who notices that three customers
this week asked the same question about the serum, or that RTOs from one city keep spiking on Tuesdays,
and brings that back to us. The product decisions we make in the next twelve months will be shaped by what you hear.
WHAT THE ROLE INVOLVES
Manage customer conversations across WhatsApp, calls, email, and Instagram. You will be the first person most customers ever speak to.Resolve queries on products, orders, refunds, and deliveries. When you cannot resolve something, coordinate with logistics or operations until it is closed.Talk to South Indian customers in their own language. Tamil, Telugu, Kannada, or Malayalam (at least two of these, conversationally).Track NPS and CSAT on a rolling basis. Not just the number; the reasons behind it.Dig into RTOs and cancellations. What is causing them, where, and how often. Write it up.Maintain clean records. Customer data, support logs, and weekly reports in Excel or Google Sheets.Own the SOPs. Follow them, improve them, and flag when they stop working.Send a weekly summary to the founders. What customers are saying, what is breaking, what keeps coming up.
WHAT WE NEED
English, spoken and written, for internal communication.Conversational fluency in at least two of: Tamil, Telugu, Kannada, Malayalam. Not reading-level fluency the kind where a frustrated customer feels like they are talking to someone from home.Working knowledge of Excel or Google Sheets. You do not need to be an analyst, but you should be able to build a clean tracker without help.Customer support or sales experience is useful but not a filter. If you have handled people under pressure and learned from it, that counts.
WHAT WE ARE LOOKING FOR BEYOND THE BASICS
Someone who listens well. Not just waits for the customer to finish, but actually adjusts based on what they hear.Curiosity about why things go wrong, not just that they went wrong.Comfort with a role that is not fully defined. The SOP you write in month one may look different by month three.Some interest in skincare or health. You will be explaining absorption science to people who are sceptical and spending real money. Knowing the product helps.
HOW PERFORMANCE IS MEASURED
MetricTarget
First response time: Under 2 hours
CSAT: Above 85%
NPSTracked monthly; trend matters more than the number
RTO analysis: First report within 30 days
SOP adherence100%, reviewed every quarter
Founder briefing, weekly, written
WORK CONTEXT
Location Delhi
Customers are mostly in South India. All interactions happen over phone, WhatsApp, and DMs, so you do not need to be based there. Delhi works.Type Full-timeStandard hours. During launches or sale events, expect some weekend availability; we will flag these in advance.Reports to Founders; There is no HR layer, no middle management. You will work directly with the people building the brand.
COMPENSATION & WHAT COMES NEXT
Pay is in line with what an early-stage brand can offer. It will grow as Permea does. For the right candidate, equity is on the table.In practical terms, being an early hire here means you will have more context, more access, and more say than you would in a defined support role at a larger company. Whether that is appealing depends on what you are looking for.You will know why products are designed the way they are, because you will be in those conversations.If you build the Customer Experience function well, you will lead it.You will see the full D2C operation - logistics, ops, growth - not just your slice of it.
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