Assistant Manager-Customer Experience

YOGABAR

Job Description

Assistant Manager – Customer Experience

Function: Customer Experience (CX)

Location: Bengaluru (on-site)

Experience: 3+ years in customer experience / customer support, preferably in D2C, e-commerce or FMCG

Reports To: Head – CX

Yogabar (Sproutlife Foods Pvt. Ltd., an ITC company) is one of India’s fastest-growing health food brands. We make honest, delicious nutrition accessible to every Indian household, from protein bars and muesli to oats, peanut butter and protein powders. We are obsessive about ingredients, taste and the people who eat our food. Our customers are at the centre of everything we build, and the CX team is where that promise is kept every single day.

This is not a sit-back-and-supervise role. As Assistant Manager – CX, you will run the engine room of Yogabar’s customer experience: leading a team of CX executives, owning response and resolution SLAs across every channel, and turning customer conversations into insights that shape our products and operations. You will be the escalation backstop, the process builder and the voice of the customer inside the company.

• Own day-to-day CX operations across all channels: calls, email, WhatsApp, & social media
• Lead, coach and schedule a team of CX executives; run daily huddles, quality audits, figure out escalations while managing their own set of tickets.
• Own and report CX metrics: first response time, resolution TAT, CSAT, NPS, repeat-complaint rate and ticket volumes
• Handle high-severity escalations end-to-end, including quality complaints, refunds, replacements and social media flare-ups
• Build and continuously improve SOPs, canned responses, escalation matrices and knowledge bases
• Work closely with Supply Chain, Quality and E-commerce teams to close the loop on recurring complaints (damaged shipments, delivery delays, product issues)
• Support new launches by prepping the team with product knowledge, FAQs and anticipated queries

• 3+ years in CX/customer support, with at least 1 year leading or mentoring a team
• Hands-on experience with a helpdesk or CRM tool (Freshdesk, Zoho Desk, or similar, understanding of Sagepilot will be a bonus).
• Strong working knowledge of marketplace seller panels and D2C order flows (returns, refunds, NDR/RTO)
• Comfort with data: you can build a tracker, read a dashboard and explain why a metric moved
• Excellent written and spoken English; Hindi strongly preferred, Kannada a bonus.
• Calm under fire, high ownership, and genuinely empathetic; you treat every ticket like your own order

• Experience in food/FMCG or health and wellness brands, in the D2C space.
• Preferable - experience setting up CX processes at a growing startup

• A front-row seat at a high-growth, ITC-backed consumer brand
• Direct ownership and visibility; your work reaches lakhs of customers
• A culture that moves fast, values honesty and celebrates taste-testing new launches
• Competitive compensation aligned with experience.