Customer Experience Manager

Role: Customer Experience ManagerJob Type: Full-TimeLocation: Gurgaon

About Fitty:Fitty is a new-age wellness brand from Fitelo, a trusted name in Indian health and wellness. We’re here to support ambitious young Indians with premium, natural, and convenient weight loss solutions designed for modern, busy lifestyles. Focused on aesthetic goals, Fitty blends effectiveness with ease, all while staying authentic, reliable, and digitally connected to our community.

About the Role:We are looking for a customer-obsessed and process-driven Customer Experience Manager to join our team in Gurgaon. In this role, you’ll build and scale our customer service function from the ground up. You will be responsible for ensuring every customer interaction — across chat, email, app, WhatsApp, and social — is smooth, efficient, and leaves customers feeling valued. This is a high-impact role focused on setting up scalable systems, improving service metrics, and building brand trust.

Specifically, this role will involve:

• Build and lead the customer service team (internal + outsourced if required)
• Set up SOPs, SLAs, and quality benchmarks for all customer support channels
• Monitor and drive improvements across key performance metrics – TAT, FCR, CSAT, NPS
• Manage all customer service touchpoints – Fitelo app, Shopify, Amazon, WhatsApp, email, and social media
• Drive positive reviews and feedback across platforms (Amazon, Google, Play Store, etc.)
• Handle customer escalations and ensure root cause resolutions.
• Collaborate with product, operations, and marketing teams to improve the customer journey
• Analyze customer feedback and data to identify and address gaps in the experience.

An Ideal Candidate will have:

• 4–7 years of experience in customer experience or support, preferably in a D2C or e-commerce setup.
• Strong understanding of customer support tools (e.g., Freshdesk, Gorgias, etc.)
• Empathetic communicator with a problem-solving approach and attention to detail.
• Proven ability to scale CX functions and implement effective service processes.
• Experience in managing NPS, reviews, and customer feedback systems.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.

Job Type: Full-time

Pay: ₹300,000.00 - ₹1,000,000.00 per year

Schedule:

• Day shift

Application Question(s):

• BYOD policy

Work Location: In person