# Customer Experience - Team Lead - Skincare (Call/ Email/…

> Source: https://confidential.careers/job-detail/customer-experience-team-lead-skincare-call-email-social-media-peoplegene-mumbai

# Customer Experience - Team Lead - Skincare (Call/ Email/ Social media)

PeopleGene 

** Mumbai, India ** Full Time ** Marketing Jobs ** India ** Posted 4d ago

[Apply Now](https://confidential.careers/go/14642152) ** Save 

## Job Description

### Job Description

**Responsibilities:**

\n ● Oversee end-to-end customer experience operations across WhatsApp, calls, email, Instagram DMs, social media comments, and other customer touchpoints.

\n ● Handle and resolve complex or high-priority customer escalations with a focus on timely and effective resolution.

\n ● Manage order-related queries as well as skincare related queries and assist the team with the brand aligned resolution.

\n ● Monitor customer reviews and feedback across relevant platforms and ensure appropriate responses and follow-ups.

\n ● Identify recurring customer issues and work with relevant teams to improve the overall customer journey.

\n ● Lead, mentor, and support the CX team to ensure consistent customer service and performance standards.

\n ● Conduct regular quality checks of customer conversations and calls to identify gaps and improvement areas.

\n ● Provide constructive feedback and coaching to team members and identify training needs.

\n ● Support the team with difficult or sensitive customer interactions and provide guidance on appropriate resolutions.

\n ● Ensure the team follows established SOPs, processes, and communication guidelines.

\n ● Create, implement, and continuously improve SOPs for customer support operations, including order handling, refunds, replacements, escalations, complaints, and other CX processes.

\n ● Maintain standardized response templates for WhatsApp, email, social media, and other customer communication channels.

\n ● Identify operational gaps and recommend process improvements to improve efficiency and customer experience.

\n ● Ensure customer interactions, complaints, feedback, and resolutions are accurately documented and tracked.

\n ● Analyze customer queries and chat dispositions to identify product, website, communication, and service-related pain points and prepare regular CX reports and highlight key trends, recurring issues, and areas requiring attention.

\n ● Collaborate with the New Product Development team on consumer testing, sample dispatches, feedback collection, and follow-ups.

\n ● Share relevant customer insights with Product and NPD teams to support product

\n improvements and new product development.

\n ● Support cross-functional CX projects and initiatives as required.

\n 

\n **Good to have:**

\n ● Prior experience leading or supervising a customer support team, preferably in a D2C, e commerce, skincare, beauty, or consumer brand.

\n ● Strong experience handling end-to-end customer queries and escalations across chat, calls, email, and social media.

\n ● Experience creating and implementing SOPs, response templates, quality control processes, and performance tracking systems.

\n ● Strong analytical and problem-solving skills with the ability to identify trends from customer data and feedback.

\n ● Strong verbal and written communication skills.

\n ● Comfortable working with cross-functional teams and driving process improvements.

\n ● Interest in skincare with a basic understanding of skincare routines, skin types, and commonly used skincare ingredients.

\n ● Comfortable working in a fast-paced startup environment and taking ownership of

\n new projects and initiatives.

\n 

Posted August 22, 2026