Customer Relationship Executive

ABOUT HIBISCUS MONKEY

Hibiscus Monkey is a D2C-origin body care brand built on a simple belief: your body deserves the same ingredient rigour that skincare has always given your face. We sell across our own website, Amazon, Nykaa and quick commerce. After being incubated at prestigious accelerators at MIT and Harvard, we are building full-time in India, out of our office in Mumbai. We're a small, intense team. There's no bureaucracy, no hand-holding, and no room for passengers.

What there is: real ownership, real problems, and the chance to help build something that matters.

ABOUT THE ROLE

At Hibiscus Monkey, 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 Hibiscus Monkey

• Engage with customers across Email, WhatsApp, and Social channels in a warm, informed, and brand-aligned tone

• Deliver a seamless, premium experience across all touchpoints

• Ensure high first-contact resolution with clarity and empathy

Own the Customer Journey

• Handle queries across orders, products, routines, and post-purchase experience Guide customers thoughtfully (not just resolve) around product usage and expectations

• Process customer orders specifically from the DTC website

• Liaise with shipping vendors to escalate issues.

  Build Trust Through Every Interaction

• Turn concerns (delivery delays, product dissatisfaction, etc.) into positive recovery experiences

• Balance honesty with reassurance, maintaining brand credibility

  Drive Insights for Growth

• Accurately categorize issues (product performance, logistics, payments, etc.)

• Identify recurring themes and share structured insights with Marketing, Ops, and NPD

• Actively contribute to improving product perception and communication

  Manage Escalations Thoughtfully

• Flag high-risk or sensitive cases early

• Coordinate with internal teams for timely, high-quality resolution

  Support Retention & Revenue

• Reduce cancellations and COD RTO through proactive communication

• Encourage reorders and long-term engagement through strong experience delivery

WHAT 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 detail

• Comfort working night shifts and rotational schedules

• Prior experience with CRM tools / WhatsApp support is a plus

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 6 years of experience.