Customer Experience Lead

Tiber Taber is looking for a Customer Experience Lead to own how our customers experience the brand - from the first WhatsApp message to the last delivery, and everything in between.This isn't a support role. You'll lead our CX team, shape how Tiber Taber sounds and feels across every touchpoint, and turn customer behaviour into real business decisions - working closely with Marketing, Ecommerce and the founders.What you'll own:Customer Care - lead and manage the CX team across WhatsApp, calls and email; set SOPs, SLAs and quality standards. Resolve Escalation. Improve current customer support quality.Tone & Communication - define the Tiber Taber voice; rewrite FAQs, templates, and automated journeys (post-purchase, abandoned cart, win-back)CRM & Automation - set up and manage email, WhatsApp and CRM workflows (Bitespeed) end to endWebsite & Conversion - analyse the customer journey from ad to purchase; fix drop-offs, cart abandonment and conversion gaps. Insights - turn CSAT, reviews and recurring complaints into product, marketing and ops improvements.You'd be a great fit if you:Have led customer experience, care, or CRM at a D2C/e-commerce brandWrite well and can define a brand's tone of voiceAre comfortable with CRM/automation tools and reading funnel dataLike owning outcomes, not just tickets📍 Sector 7, Noida (20 mins from Lajpat Nagar, Delhi) 🕐 Full-time, Monday–Saturday (alternate Saturdays off)#Hiring #CustomerExperience #D2C #NoidaJobs #TiberTaber