About Healofy : - Healofy is India's Largest Women Social Network which connects millions of women across different stages of life, from getting married, to becoming a mother, and beyond. - The regional-language and community-focused app empowers married Indian women by enabling them to consume relatable information, create content, and showcase their talents and skills. This peer-to-peer platform also enables women to connect and influence each other based on similar language, location, life-stage, as well as interests such as fashion, food, fitness, lifestyle, learning different skill sets, and earning from home. Catering to Indian women across Tier 2, 3 & 4 cities through content in their native language, Healofy offers content on various topics of women's interests in English, Hindi, Marathi, Gujarati, Bengali, Tamil, Telugu, Kannada and Malayalam. - Clocking over 4 million app downloads, Healofy has successfully created a strong community of over 600,000 Daily Active Users (DAUs), exhibiting industry-leading engagement and retention numbers. The platform also sees 1.5 million monthly website visits. - Healofy has raised $9.5 million in funding from Omidyar Network India, a leading investment firm focused on social impact that has backed several content-led models like Dailyhunt, Pratilipi, Vedantu and 1MG; the BabyTree Group (China's Largest Parenting Platform, and an IPOd unicorn); BAce Capital - a fund anchored by Alibaba's Ant Financial Services Group; and most recently, an undisclosed sum from Hiro Mashita-led Japanese investment firm, M&S Partners." About the Role : We are looking for an customer experience Specialist to Head Customer Experience at Healofy. Responsibilities : - Building world class experience for users at all touch points at all stages fo journey - Identifying customer cohorts and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements - from purchase to unboxing(packaging, messaging etc.) and product return to customer support. - Track Customer Experience across different channels and touchpoints - Coordinating with Product, Supply, marketing, and sales teams to enhance customer services and brand awareness - Aligning customer experience strategies with marketing initiatives as well as informing customers about new product features and functionalities. - Identifying customer needs and taking proactive steps to maintain positive experiences. - Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications. - Analyzing customer feedback on product ranges and new releases, as well as preparing reports - Performing product tests, evaluating after-sales and support services, and facilitating improvements. - Documenting processes and logging technical issues, as well as customer compliments and complaints. - Keeping informed of industry trends and new CRM technologies Basic Qualifications : - Bachelors or Masters Degree in a relevant stream - At least three years of experience in building customer experience at a significant scale is a B2C or C2C setups - Attention to detail and keen eye to customer voice - Strong communication and managerial skills with customer centric approach - Knowledge of online customer engagement platforms and channels - Ability to work with multiple stakeholders and coordinate accordingly - Exposure to e-commerce customer grievance handling is highly desired - Must have lead a team of 10 members - Data handling with Excel and SQL/Metabase, - Should have a know-how about CRM tools (Freshdesk, etc.) (ref:hirist.com)
