Customer Experience & Support Specialist

Customer Experience & Support Specialist

Location

Bangalore (On-site) | 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, a first-time buyer, or someone who just had a meal— 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,Qcom 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

Pay

₹450,000.00 - ₹500,000.00 per year

Benefits

Health insurance

Application Question(s)

What is your Last CTC?

Work Location

In person