Job Description

THE ROLE
At Bombay Sweet Shop, great food comes naturally and now we're pouring that same sweetness into every customer interaction. We want to be known as the friendliest, warmest, most dependable people our customers meet online or offline.
We're rebuilding our CX engine into a sharp, warm, omni-channel setup across Instagram DMs, WhatsApp, calls, emails, reviews, website queries, and B2B gifting leads. To take this to the next level, we're looking for someone who has genuinely built strong CX foundations before small, high-quality teams powered by systems, clarity, and consistent care.
WHO WE ARE
Hunger Inc. Hospitality is home to some of India's most loved restaurants - The Bombay Canteen, O Pedro, Veronica's, Papa's, and Bombay Sweet Shop. We blend tradition with creativity, obsess over great food and people, and craft experiences that are warm, joyful, and unmistakably ours.
WHO YOU ARE
You're someone who has actually built a CX function not just handled tickets, but shaped the entire customer experience end to end.
You have:

• Experience leading small, sharp CX/Service teams

• Trained teams to deliver warm, human conversations

• Built SLAs, SOPs, QA frameworks, and feedback loops

• Worked with D2C or experience-led brands

• Used AI, automation tools, and CRM systems to improve speed and accuracy

• A love for solving customer problems and turning insights into real improvements

• You care deeply about memorable customer moments, not just metrics.

WHAT YOU'LL LEAD

• Brand Values : Own and champion the "Bombay Sweet Shop way" - warm, clear, people-first communication across every customer interaction.

• CX Strategy & Business Goals : Build and execute a CX roadmap that drives growth through faster responses, better conversions, higher repeats, and stronger customer loyalty.

• SOPs, SLAs & Quality Assurance : Create and maintain CX SOPs, define SLAs, and lead regular QA reviews, audits, and training refreshers.

• Systems, Automation & Tools : Strengthen tagging, routing, dashboards, and workflows while using AI thoughtfully to boost efficiency without losing warmth.

• Cross-Functional Coordination : Work closely with Ops, Dispatch, Marketing, E-com, and the Sweet Shop team to drive quick closures with zero ambiguity.

• Customer Retention & Loyalty : Design end-to-end customer journeys, eliminate friction points, and build programs that increase repeat buying and gifting.

• Online Reputation & Escalations : Lead calm, fast, brand-aligned handling of ratings, reviews, and escalations across all platforms.

WHAT YOU'VE DONE BEFORE

• 5-7 years in D2C or consumer brands

• Set up or scaled CX operations end to end

• Experience with multi-channel support (IG, WhatsApp, Email, Calls, Web)

• Strong understanding of CX metrics, QA, training, and workflows

• Hands-on experience with automation/AI tools

• Worked closely with Ops, Dispatch, and Brand teams

WHAT YOU'LL GET

• A chance to build India's sweetest customer experience

• Ownership of CX strategy across all Sweet Shop touchpoints

• A collaborative team that values clarity, warmth, and experimentation

• The ability to directly influence customer love, loyalty, and brand reputation

• The opportunity to shape how thousands of people experience Bombay Sweet Shop every day

Skills Required