ABOUT सादा / SAADAA
We are a direct-to-consumer (D2C) lifestyle brand. Our vision is to advocate the सादा / SAADAA way of living and make बेहतर / BETTER basics for everyone. Among the Top 1% Shopify stores in India, we are a bootstrapped and profitable brand with industry-leading benchmarks. In just 4 years, we have grown from a 100 sq. ft. garage to a 150+ member team.
ROLE OVERVIEW
The Customer Experience Lead will be responsible for managing the overall customer support function across voice and non-voice channels. The role requires ensuring timely query resolution, maintaining low pendency rates, supporting the customer support team in daily operations, and collaborating with cross-functional teams to deliver a seamless customer experience. The ideal candidate will combine operational excellence, team leadership, and problem-solving skills to ensure customer satisfaction remains uncompromised.
WHAT YOU WILL BE RESPONSIBLE FOR
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Manage end-to-end customer support operations across voice and non-voice channels.
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Monitor team workload and allocate resources effectively to maintain service levels.
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Ensure timely resolution of customer queries, complaints, and escalations.
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Track and reduce ticket pendency rates through effective planning and execution.
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Act as a support system for team members by providing guidance and resolving operational challenges.
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Maintain high standards of customer satisfaction and service quality.
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Collaborate closely with Operations, Logistics, Technology, Finance, and other internal teams to resolve customer concerns efficiently.
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Identify process gaps and implement improvements to enhance team productivity and customer experience.
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Monitor key customer support metrics and prepare performance reports.
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Handle critical customer escalations and drive resolution within defined timelines.
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Support team hiring, training, coaching, and performance management initiatives.
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Ensure adherence to company policies, processes, and customer service standards.
WHO YOU ARE
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Bachelor’s degree in any discipline.
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7+ years of experience in Customer Support, Customer Experience, or Customer Service Operations.
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Proven experience managing both voice and non-voice customer support teams.
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Strong understanding of customer service metrics, SLAs, and escalation management.
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Excellent communication and stakeholder management skills.
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Strong problem-solving and decision-making abilities.
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Ability to manage multiple priorities in a fast-paced environment.
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Hands-on experience with customer support platforms, CRM tools, and reporting systems.
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Strong analytical mindset with the ability to use data for operational improvements.
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Experience working in e-commerce, retail, D2C, or consumer-focused businesses will be preferred.
WHY BE A PART OF सादा / SAADAA?
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Do you feel out of place in a world full of unnecessary complexities?
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Do you find joy in little things?
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Are you curious about how things work and how we got here?
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Do you believe people focus on the wrong things?
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Are you excited by the idea of learning new things or solving problems in the simplest way?
If your answer is yes, you belong here. At सादा / SAADAA, we believe simplicity and better basics lead to a more meaningful life. We exist to fight unconscious consumption and unnecessary complexity through thoughtfully designed products.
WHAT DO WE OFFER?
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A team of empathetic problem solvers
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Clear growth path into senior leadership
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Opportunity to build exceptional customer experiences at scale
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Culture of continuous learning
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Freedom to explore, fail, and learn
