Customer Success Manager

What you'll do

About the role

As Custom Orders Executive, you'll be the first person a customer talks to when they want a bespoke piece, on WhatsApp, Instagram, email or a call. You'll own the whole journey: understanding what they want, getting it made by the right vendor, and delivering it on time, while keeping them informed and confident at every step. You'll work from our Mahanafar store and report directly to the founder.

Customer enquiries

• Check WhatsApp, Instagram, email, and calls every day, and reply to new customer enquiries within 2 hours
• Understand exactly what the customer wants: piece, metal, stone, size, occasion, and deadline, with reference photos
• Spot urgent orders from day one

Getting it made

• Assign each order to the right vendor in our standard order format, and confirm the vendor has received it
• Review the design (CAD) from the vendor against what the customer asked for, and work out the final price using our pricing formula
• Share the design and price with the customer, and get their written approval before production starts

Delivery

• Follow up with vendors yourself; don't wait for them to update you
• Make sure every order is dispatched within 2 weeks of design approval
• Update the customer during production without being asked, and share tracking as soon as it ships
• Keep the order tracker accurate every day, and raise problems with the founder before they become crises

What we're looking for

Required:

• Good written Hindi and English for WhatsApp and email
• Comfortable using WhatsApp Business, Instagram DMs, email and Google Sheets or Excel every day
• Has handled several customers or orders at the same time in a previous job
• Based in Lucknow, able to work 6 days a week from our Aminabad store

Preferred:

• Experience in jewellery, fashion, or a customer-facing sales or operations role
• Basic jewellery knowledge: gold karats, stone types, CAD designs
• Experience coordinating with vendors or karigars, or using an order tracker

Pay and working terms

• Salary: 22,00028,000 per month, based on experience
• Bonus: Every 6 months for zero delivery delays on your orders
• Hours: 6 days a week, with a weekly off; some longer days in festive and wedding season
• Leave: 6 casual and 6 sick days a year, plus festival holidays
• Probation: 45 days