Job Description

Job Title:

Customer Experience Lead

Location:

Kochi

Department:

Customer Experience

Reports To:

Chief Customer Experience Officer

About Hashboosh

Hashboosh is a women's wear brand with a unique promise -- Seriously Casual, one new style every day. We are building a community-first fashion experience where customer delight, trust, and long-term relationships matter most.

Role Overview

The Customer Experience Lead will be responsible for designing, managing, and continuously improving the end-to-end customer journey at Hashboosh. This includes ensuring smooth communication, post-purchase support, and logistics coordination so customers have a seamless experience from order to delivery.

Key Responsibilities

Lead and manage the customer support team across WhatsApp, email, phone, and social channels. Manage

customer logistics support

-- including order tracking, delivery coordination, return/exchange logistics, and resolving courier issues. Create processes to ensure fast response times, effective resolution, and high satisfaction. Analyze customer feedback, returns, and queries to identify patterns and improvement areas. Collaborate with operations, marketing, and design teams to build a frictionless shopping experience. Develop scripts, FAQs, and knowledge bases for scalable customer support. Track key metrics: NPS, CSAT, response time, resolution rate, repeat purchases. Manage escalations and ensure customer-first solutions. Drive customer loyalty programs, engagement campaigns, and retention initiatives.

Qualifications & Skills

Bachelor's degree; MBA preferred. 5+ years in customer experience, customer success, or operations, preferably in fashion/e-commerce. Strong communication and people management skills. Experience with CRM, ticketing, logistics coordination, and chatbot/automation tools. Data-driven mindset with a customer-first approach. Ability to balance empathy with efficiency.

What We Offer

Opportunity to shape the customer experience of a fast-growing fashion brand. A collaborative and creative work environment. Competitive compensation and growth opportunities.
Job Types: Full-time, Permanent

Pay: ?25,000.00 - ?50,000.00 per month

Education:

Bachelor's (Required)
Experience:

Customer service: 3 years (Required)
Language:

English (Required)
Work Location: In person