About Us: Scrubsy is India’s #1 foam-based household cleaner – trusted by thousands of families for kitchen, bathroom, footwear, and all-purpose cleaning. We’re a fast growing D2C brand under BoldChem Sciences Pvt. Ltd., scaling rapidly across Amazon, our own website, and quick commerce platforms. We move fast, we care deeply about quality, and we’re building the team that is passionate!
Brief: As Customer Experience Head/Lead, you will build and own the entire customer experience function at Scrubsy from the ground up. You will setup the SOPs, manage escalations, handle customer experience as a Pro. You will lead a team.
Key Responsibilities:
- Design and document all Customer Experience SOPs from scratch – response templates, escalation protocols, tone of voice, and resolution playbooks
- Produce reports for stakeholders
- Spot early signals of product issues, packaging problems, or unmet customer needs before they surface as returns or negatives reviews
- Define resolution paths for complaints, damaged products, delayed orders, and negative reviews
- Own Amazon Review response strategy – monitor Q*A, flag listing issues, and coordinate with various stakeholders on content improvements driven by customer feedback
- Lead customer experience team
What We Are Looking For
Mandatory Requirement
- 3 to 6 years of customer support, customer experience, or community management
- Hands -on experience using Customer Support tools
- Exceptional written and verbal communication skills
- Proficiency in Google Workspace and Microsoft Office
- Ability to manage multiple priorities simultaneously
- Attention to detail
- Has led a team or mentored a junior
Additional Requirement
- Prior experience in D2C, e-commerce or startup
- Prior experience in automation flows
- AI Adaptability
Who You Are
Empathetic but Analytical – you genuinely care about customers and can also convert their feedback into business decisions
Builder – you are energised by creating systems and processes, and not just follow them
Ownership – you treat brand’s reputation as your own and don’t wait to be told when something needs fixing
Resilient – complaint queues and angry customers don’t rattle you
Curious – you are always asking why a customer complained, not just resolving the tickets
Job Type: Full-time
Pay: ₹1,000,000.00 - ₹1,500,000.00 per year
Work Location: In person
