Customer Success Executive

Location: On-site, Mumbai

Experience: 0–2 years in a D2C brand

About Hush

At Hush, we've spent close to two decades turning deep mattress craftsmanship into premium sleep solutions that blend comfort, support, and thoughtful design for Indian homes - the very same expertise India's finest hotels rely on, from Taj and ITC to Marriott and Le Meridien.

As we take Hush direct to consumers online, we're looking for someone who can own every customer conversation - turning abandoned checkouts and inbound queries into orders, confirming every order placed, and building the early wave of reviews that earns new shoppers trust.

What You'll Do:

Abandoned Checkout Recovery

• Call customers who drop off at checkout, understand what held them back, and help them complete the purchase.
• Address objections around price, comfort, delivery, or the trial promise with clear, confident answers.
• Track recovery outcomes and feed recurring drop-off reasons back to the team so we fix them at source.

Inbound Support & Conversions

• Be the first voice customers reach - answer inbound calls on products, offers, delivery, and the 365-night trial.
• Guide undecided shoppers to the right mattress and convert genuine intent into orders, not just resolve queries.
• Resolve issues end-to-end with a calm, helpful tone that reflects a premium, trusted brand.

Order Confirmation

• Call to confirm every order placed, validating address, contact, and delivery preferences before dispatch.
• Reduce returns and failed deliveries by catching mistakes early and setting clear delivery expectations.
• Maintain a 100% confirmation discipline - no order ships unconfirmed.

Customer Reviews & Advocacy

• Follow up with delivered customers and encourage them to leave honest reviews on the website.
• Make leaving a review effortless by guiding customers through the steps over call or message.
• Surface standout feedback and testimonials the brand and marketing teams can build on.

What We're Looking For

• 0–2 years of experience in a D2C brand.
• Excellent spoken communication in English (other South Indian languages are a plus) - warm, clear, and persuasive on a call.
• A natural ability to convert: comfortable handling objections and asking for the order.
• Strong process orientation - keeps trackers clean, follows up reliably, and never lets an order slip.
• A figure-it-out mindset that thrives in an early-stage, fast-moving launch with low structure.
• Comfort with basic tools - Shopify, spreadsheets, and a CRM or calling tracker.

• Bonus: Prior experience tele Sales or supporting a premium or considered-purchase product.