Client & Customer Success Executive - B2B

This is a year-round role owning the customer experience end to end — day-to-day individual customer support for most of the year, with added ownership of corporate/B2B client servicing during high-volume festive periods like Diwali gifting season.
What You'll Own
Year-Round Customer Support
Handle day-to-day customer queries across calls, email, and WhatsApp — order status, delivery delays, product issues, complaints
Resolve issues within defined response and resolution SLAs
Track recurring complaint patterns and flag them upstream to operations/product teams
Maintain a clean, up-to-date log of all customer interactions and resolutions
Corporate/B2B Client Servicing (Seasonal Peak — Diwali & similar)
Own corporate client coordination during bulk/festive gifting cycles — order confirmation, customization requirements, delivery timelines
Act as the single point of contact for corporate clients through the order lifecycle, from confirmation to delivery
Coordinate closely with operations/logistics to prevent delays on bulk orders
Handle escalations from corporate clients promptly and professionally
Customer Experience & Retention
Track CSAT/NPS across both individual and corporate accounts
Identify and follow up with corporate clients ahead of recurring occasions to drive repeat business
Suggest process improvements based on recurring customer/client pain points
Requirements
Must-have
1-3 years of experience in customer support or client success (D2C or B2B)
Strong written and verbal communication skills
Comfortable managing both routine customer support and corporate client relationships, especially during peak season
Organized and able to manage multiple queries/accounts with competing deadlines
Good to have
Prior experience with bulk/corporate order handling or B2B account coordination
Familiarity with CRM or ticketing tools (Freshdesk, Zoho Desk, or similar)

Work arrangement
No