Customer Service Executive
Core
Own the full subscription lifecycle for a meal kit service, including onboarding, renewals, and churn reduction, while managing broader customer communications and retention campaigns.
Role type
Customer Success Manager (Subscriptions & CRM)
Builds
Meal subscription plans and customer retention programs
Domain
Food & Beverage / D2C
Required skills
subscription lifecycle management, customer retention strategies, multi-channel communication, data analysis, CRM tool proficiency, stakeholder coordination
Preferred skills
experience in food/D2C/e-commerce, knowledge of retention marketing, familiarity with automation tools (Zoho, HubSpot, Freshdesk)
Technologies
CRM tools, Google Sheets/Excel, WhatsApp Business
Responsibilities
Manage subscription onboarding, pauses, modifications, renewals, and cancellations; handle customer queries and complaints across calls, WhatsApp, email, and social media; run retention and re-engagement campaigns; collect and analyze customer feedback; maintain customer segmentation for targeted communication; generate weekly reports on churn, renewals, and satisfaction metrics.
Seniority
Junior to Mid-level, hands-on IC
