Customer Experience Manager

About the roleSadhna.co is a growing wellness brand. Every day, customers reach us through email, WhatsApp, Instagram, phone and marketplace channels, and how we respond is a big part of the brand experience.We're hiring a Customer Experience Manager to own that function end to end. You'll lead a team of support agents, step in and handle queries yourself when the volume or the situation calls for it, and, most importantly, build the systems and automation that get every customer query answered within 24 hours without the team simply working longer hours.This is a hands-on role. We're not looking for someone to supervise a roster. We're looking for someone who can take a support function that runs on people and turn it into one that runs on process, tooling and a small, sharp team.What you'll ownThe 24-hour promise- Every customer query, across every channel, gets a first meaningful response within 24 hours. This is your number.- Define, track and report the metrics that sit behind it: first response time, resolution time, backlog, CSAT, repeat-contact rate.Systems and automation- Audit how support runs today and set up a proper helpdesk (Freshdesk, Zoho Desk, Gorgias or similar) so every query from every channel lands in one queue.- Build the automation layer: canned responses and macros, auto-tagging and routing, WhatsApp Business API flows, order-status and tracking auto-replies, and an AI-assisted first response for common queries where it makes sense.- Build and maintain a knowledge base and FAQ, both customer-facing and internal, so the team answers consistently and customers can self-serve.- Own the integrations between support tooling and Shopify / marketplaces / logistics so agents don't have to switch between five tabs to answer "where is my order."Team leadership- Manage non-voice and voice agents: daily workload, shift coverage, quality reviews, coaching and performance conversations.- Create SOPs for the recurring situations: refunds, replacements, damaged goods, delayed deliveries, subscription changes, product usage questions, negative reviews.Execution- Work the queue yourself when needed. Handle escalations, angry customers, and anything the team isn't equipped for yet.- Respond to reviews and ratings on marketplaces and social channels in a way that protects the brand.Voice of the customer- Turn support data into a weekly signal for founders, operations, marketing and product: what customers are asking, what's breaking, what they want.- Flag recurring product, packaging or delivery issues to the right team so the same query stops arriving.What we're looking forMust have- 4–7 years in customer support or customer experience, with at least 2 years leading a team in a D2C, e-commerce or consumer brand environment.- You have personally set up or migrated a helpdesk tool and built automations in it. Not "used"; built.- Experience running both voice and non-voice support, or a strong non-voice background with clear exposure to voice.- Comfortable with WhatsApp Business API, Shopify (or similar), and marketplace seller panels (Amazon, Flipkart, Nykaa or equivalent).- Strong written English and Hindi. You'll be setting the tone for every customer-facing message the team sends.- A builder's mindset: you're frustrated by repetitive work and instinctively look for the process or tool that removes it.Good to have- Hands-on experience with AI chatbots or AI-assisted support tools.- Experience in wellness, beauty, nutrition or a category where customers ask detailed product-usage questions.- Exposure to basic no-code automation (Zapier, Make) or Google Sheets / Apps Script.- Experience setting up a support function from a small base, rather than inheriting a mature one.Why this role- You'll build the function, not maintain it. What you set up in year one is what the brand runs on as it scales.- You report directly to the founders and sit in the room where product, operations and marketing decisions are made.- Small team, fast decisions, real ownership.To apply: Send your CV to hrteam@sadhna.co along with a short note (5–10 lines) on one support process you automated, what tool you used, and what it changed. We'll prioritise applications that include this.