Job Description

- Customer Sucess Manager

About Us

THW - The Healthy World | Healthier Choices for Everyone

At THW - The Healthy World, we believe that healthy, pure, and sustainable food should be accessible to all. Our farm-to-fork approach ensures that you get fresh organic fruits, vegetables, dairy, bakery products, country eggs, fresh juices, and wholesome groceries--delivered reasonably and with great value.

Location:

Viman Nagar, Pune

Department:

Sales & Support

Employment Type:

Full-Time

Job Details

Job Summary:

As

Customer Success Manager

, you will lead our customer support function--ensuring every customer interaction is smooth, friendly, and efficient. You will work closely with the Founder, Operations, and Tech teams to set up processes, integrate tools, and handle escalations. Your role will be critical in creating a "Customer-First" culture at THW.

Key Responsibilities:

Manage and oversee

customer support operations

across all channels (calls, WhatsApp, email, social media, chatbots) Implement and optimise

support tools

and technology used in the

D2C

industry (CRM, ticketing, automation) Drive sales by recommending additional products or services, ensuring a smooth and positive customer experience Handle escalations and ensure

speedy resolution

with empathy and accuracy Track and analyse

support performance metrics

(TAT, CSAT, NPS) Coordinate with operations, delivery, and product teams for

issue resolution

Build and maintain

SOPs

for support workflows

Train and guide

support team or outsourced teams as we scale

Focus

on delivering value and building trust with every interaction.

Qualifications & Requirements

Educational Qualification:

Bachelor's degree in

BBA

,

B. Com

,

Food Technology

or any related field.

Experience:

1-3 years of experience in D2C / E-commerce customer support Must have previous experience working in a fast-paced startup environment.

Skills & Competencies:

Strong working knowledge of tools like Freshdesk, Zendesk, Zoho Desk, Zoho CRM or similar Ability to set up processes, automate tasks, and integrate customer data systems Excellent communication skills in English and Hindi/Marathi Problem-solving mindset with customer empathy at the core Contribute to the development of support processes and documentation. Empathetic and solution-oriented mindset
Job Types: Full-time, Permanent

Pay: ₹200,000.00 - ₹360,000.00 per year

Language:

English (Preferred)
Work Location: In person