Director of Customer Success

You own everything that happens after a customer clicks buy, in India and the US. Support, fulfilment,

vendors, inventory and the research that shapes what we build next. Marketing brings customers in. You

make sure they come back.

About BrewSkin :

BrewSkin is a precision beauty applicator brand from India. We make the tool that decides how well

everything else you own actually works. Our hero is the Oat Cream and Espresso Puff pair, built after two

years of R&D.

We launched in May 2026 from Gurugram. In our first quarter we crossed 900 customers with zero paid

acquisition, and almost every order was at full price. In September we took BrewSkin to New York, where

our first pop-ups sold 200+ units. BrewSkin was founded by Rishabh Kapoor (Founder and CEO) and Kompal Matta Kapoor (Co-Founder

and CMO, and the creator behind the brand's community).

What you'll own :

1. Customer support, every channel

• WhatsApp, Instagram DMs, email and phone, India and US.

• Set up ticketing, SLAs and reply standards in our brand voice.

• Turn every repeat complaint into a fix upstream (site copy, packaging, a flow) so it never comes back.

2. Order fulfilment

• Daily dispatch, courier partners, COD verification and returns.

• Cut RTO and delivery times, and keep every order trackable.

3. US operations

• Run our US stock, carrier and shipping partner, plus US support by phone and email.

4. Member experience

• Run membership operations end to end: onboarding, deliveries, renewals, service.

5. Vendor management

• Own our manufacturers (India and China), packaging, PR box and courier vendors.

• Negotiate pricing, set quality checks, enforce replacement terms, keep agreements on file.

6. Inventory planning

• Forecast demand, plan reorders and raise POs for founder approval.

• Protect stock for key seasons and launches. No stock-outs, no dead stock.

7. Product research

• Turn customer feedback, reviews and returns into product insight.

• Scan competitors and categories, and shortlist suppliers for new products. Founders make the final

launch call.

8. Reporting

• Every Monday, a one-page update before our weekly review: numbers, what broke, what you fixed.

You'll fit if you :

• Have 2 to 4 years across customer experience, e-commerce operations or supply chain at a

fast-growing startup.

• Have run fulfilment with courier partners and handled COD and returns.

• Have negotiated with vendors and owned a purchase order.

• Love fixing broken processes and writing them down so they stay fixed.

• Stay calm with an angry customer and firm with a late vendor.

• Use AI tools to automate the repetitive parts of the job.

Bonus points: D2C or beauty, sourcing from China, US shipping, Shopify, inventory forecasting.

Why BrewSkin :

• A real seat, early. You join a small, fast team. Your calls ship the same week.

• India and the US. You build for both markets from day one.

• Upside. Director roles will be eligible for ESOPs once our pool is set up.

• Founder access. You work directly with both founders, every day.

• Fast feedback. Every number you move shows up in our weekly review. No politics, no layers.

What it's not :

This is not a comfortable job. The bar is high, the pace is fast, and you'll build most things from scratch. If

you want a playbook handed to you, this isn't it. If you want to write the playbook, talk to us.

How to apply :

Apply through our LinkedIn post. Shortlisted candidates do a short take-home task, then meet both founders in person in Gurugram.