Customer Care Executive

Hibiscus Monkey is a bootstrapped, science-backed D2C skincare brand built in Mumbai. We're a small, hands-on team of people who care deeply about what goes on skin and about how customers experience every touchpoint with us. We crossed 100K Instagram followers this year, and we're growing fast. FY 2627 is about scaling thoughtfully: new channels, new geographies, a bigger team without losing what makes us real.

We don't have a playbook handed to us. We build ours as we go. If you find that exciting rather than unsettling, you'll fit right in.

The Role

• Customer care at Hibiscus Monkey isn't a ticket-closing operation. It's brand-building through every conversation. You'll be the human voice of a brand that takes skincare seriously handling queries, solving real problems, turning a frustrated buyer into a loyal one, and feeding back intelligence from customers that shapes how we grow.
• You'll work across channels (WhatsApp, email, marketplace portals, DMs) and closely with our fulfilment, marketing, and product teams. This is a foundational hire the structures and standards you build will define CX at Hibiscus Monkey as we scale.

What you'll own

• Resolve customer queries across WhatsApp, email, Nykaa/Amazon seller portals, and Instagram DMs with speed, warmth, and accuracy
• Handle order issues end-to-end: delivery delays, wrong shipments, returns, refunds, and exchange coordination with the fulfilment team
• Own complaint escalation: identify when something needs to go to fulfilment, product, or the founders and make sure it does
• Build and maintain response templates, SOPs, and a basic FAQ library so quality stays consistent as we scale
• Track recurring issues, surface patterns, and report weekly insights to the team "we're getting 30 queries about X, here's why" is exactly the kind of intelligence we need
• Coordinate with marketplace ops on seller tickets, return claims, and portal compliance requirements
• Support retention: proactive post-purchase check-ins, replenishment nudges, and winback outreach for lapsed buyers
• Keep CX response time and resolution rate metrics in view, report them honestly, and flag when things are slipping

What we're looking for

• 13 years in a customer-facing role D2C, e-commerce, or consumer brand experience preferred
• Fluent written and spoken English; Hindi is a strong plus given our customer base
• Comfortable navigating marketplace portals (Amazon Seller Central, Nykaa Seller Hub) not expected to be an expert, but quick to learn
• High empathy, low ego genuinely enjoys solving problems for people, not just closing tickets
• Detail-oriented: you notice inconsistencies, you flag them, and you follow through until they're resolved
• Comfortable in a fast-moving, small-team environment where the brief changes and you figure it out
• Basic familiarity with Google Sheets / Excel enough to track and report your own metrics
• The profile we're not looking for
• Someone who needs a fully built system before they can operate we're building it together