Customer Experience Executive – Food & FMCG

𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 & 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗦𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀𝘁
𝗟𝗼𝗰𝗮𝘁𝗶𝗼𝗻: Bangalore (In-Office/ Hybrid)
𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲: 2–3 Years
𝗜𝗻𝗱𝘂𝘀𝘁𝗿𝘆: FMCG / FoodTech / D2C / F&B
𝗙𝘂𝗻𝗰𝘁𝗶𝗼𝗻: Customer Experience
𝗥𝗲𝗽𝗼𝗿𝘁𝗶𝗻𝗴 𝗧𝗼: Quality & Compliance Head
𝗔𝗯𝗼𝘂𝘁 𝘁𝗵𝗲 𝗢𝗽𝗽𝗼𝗿𝘁𝘂𝗻𝗶𝘁𝘆
At Lo Foods, we're on a mission to make functional food accessible to over 100 million Indian households. As India's largest and fastest-growing functional food company — and among the Top 2 health-focused cloud kitchens — we're transforming the way people eat: healthier, more enjoyable, and more sustainable.
We're the parent of Lo Foods, Protein Chef, DiabeSmart and Lo! Low Carb & Keto Foods —— available across quick commerce, e-commerce, cloud kitchens, and D2C. Backed by Rainmatter (Zerodha) and scaling fast, we're building the infrastructure behind India's next great food company.
𝗪𝗵𝘆 𝗧𝗵𝗶𝘀 𝗥𝗼𝗹𝗲 𝗘𝘅𝗶𝘀𝘁𝘀
Every customer who reaches out to us — whether it's a Protein enthusiast on Blinkit, a first-time buyer on Amazon, or someone who just had a meal on Swiggy — deserves a fast, empathetic, and intelligent response. This role owns that experience end to end. You won't just be answering tickets. You'll be the connective tissue between our customers and our internal teams — quality, production, NPD, and business — and you'll actively build and improve the systems that make customer delight scalable.
𝐖𝐡𝐚𝐭 𝐘𝐨𝐮'𝐥𝐥 𝐎𝐰𝐧
𝗢𝗺𝗻𝗶𝗰𝗵𝗮𝗻𝗻𝗲𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁
◦ Own and resolve customer queries across all touchpoints — Website/D2C, Amazon, Blinkit, Zepto, Instamart, Swiggy, Zomato, and social media channels (Instagram, WhatsApp, email)
◦ Ensure zero-backlog: every query acknowledged, tracked, and closed within SLA
𝗔𝘂𝘁𝗼𝗺𝗮𝘁𝗶𝗼𝗻 & 𝗦𝘆𝘀𝘁𝗲𝗺𝘀
◦ Be the driver — not just a user — of CX automation tools (chatbots, helpdesk platforms, auto-routing workflows)
◦ Continuously identify gaps in the current system, propose enhancements, and implement them with the tech team
◦ Build and maintain SOPs, response templates, and escalation playbooks
𝗜𝗻𝘁𝗲𝗿𝗻𝗮𝗹 𝗖𝗼𝗼𝗿𝗱𝗶𝗻𝗮𝘁𝗶𝗼𝗻
◦ Escalate and coordinate product quality issues with the Quality & Compliance team in real time
◦ Loop in Production, NPD, and the Business team for recurring complaint patterns, packaging issues, or product feedback
◦ Convert customer feedback into structured insights that actually reach decision-makers
𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗮𝘁𝗶𝘀𝗳𝗮𝗰𝘁𝗶𝗼𝗻 & 𝗔𝗻𝗮𝗹𝘆𝘁𝗶𝗰𝘀
◦ Track and own CSAT, response time, resolution rate, and repeat complaint metrics
◦ Publish weekly CX dashboards and surface emerging trends before they become crises
◦ Drive proactive outreach — returns, replacements, and recovery for high-value customers
𝗜𝗱𝗲𝗮𝗹 𝗕𝗮𝗰𝗸𝗴𝗿𝗼𝘂𝗻𝗱
✔ 2–3 years of hands-on experience in customer support, CX ops, or a similar role — preferably in FMCG, D2C, food delivery, or e-commerce
✔ You've worked across multiple platforms simultaneously — not just one channel
✔ You understand automation isn't optional; you've used such tools
✔ Sharp communicator — written and verbal — who can de-escalate a frustrated customer and write a clean internal escalation note with equal ease
✔ Detail-oriented, ownership-driven, and genuinely uncomfortable leaving a query unresolved
✔ Comfortable reading data, building basic trackers, and turning numbers into action

Work arrangement
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