Customer Experience Manager

Job Description

Job Description: Founded in 2014 by Amit Khatri and Gaurav Khatri, Noise was born with a bold mission—to democratize connected lifestyle technology for every Indian. With an unwavering focus on consumer-first innovation, this homegrown brand has consistently pushed boundaries, introducing industry-defining breakthroughs across wearable tech, audio, and connected devices. Today, with a vibrant community of over 40 million users, Noise is India’s #1 smartwatch brand and the #2 brand in Truly Wireless Audio—a testament to its relentless pursuit of excellence. Introducing Luna – the future of smart wearables from the House of Noise. Luna is a high-accuracy smart ring with AI-powered coaching. Benchmarked by Philips Biosensing at 98.2% accuracy, Luna offers advanced health, sleep, and activity tracking, plus free AI-driven wellness plans. A Red Dot Design Award 2024 winner, it’s trusted by Olympians, top athletes and global icons like Virat Kohli. Join the movement. Wear the future. About The Role We’re on the hunt for a Customer Experience Manager who is passionate about building exceptional customer journeys and scaling meaningful support operations. You’ll be the voice of our users and a crucial part of the feedback loop that informs everything from product development to brand communication. If you believe great customer experiences are proactive, empathetic, and scalable — we want to hear from you. Key Responsibilities Own end-to-end customer experience — from onboarding to long-term engagement Lead a team of CX executives and build processes that are fast, friendly, and efficient Design and implement SOPs for support, returns, replacements, and issue resolution Analyze customer insights to drive continuous improvement across product and service Collaborate with product, tech, logistics, and marketing teams to close feedback loops Track KPIs (NPS, CSAT, TAT, etc.) and continuously strive to exceed benchmarks Train and upskill the CX team to deliver personalized and delightful experiences Be the bridge between what customers feel and what the business needs to know What We’re Looking For 5+ years of experience in customer experience, support, or service roles Strong leadership and people management skills Excellent communication, conflict resolution, and problem-solving abilities Experience in setting up or scaling CX systems, tools, and CRM platforms Bonus: Background in a D2C, tech, wellness, or wearables company An empathetic mindset, proactive attitude, and bias for action Why Join Us? At Luna, you’ll be part of a small but mighty team on a mission to change how India thinks about wellness. We move fast, build thoughtfully, and listen deeply — especially to our customers. If you’re excited to lead CX for a brand at the intersection of health, tech, and lifestyle, this is your moment.