Customer Success Executive

Growth path: Customer Success Executive → CX Lead → Head of Customer Experience

Location: Chetpet, Chennai

Type: Full-time

CTC: 3-4LPA- based on experience and performance during interview

Own every customer's journey after they buy — and make sure no one is ever left hanging.

Biotastic builds and sells premium wellness equipment — ice baths, cold plunges, saunas, red light therapy and HBOT — trusted by JW Marriott, Shangri-La, FC Goa and 200+ HNI homes. As we scale, every closed order deserves a flawless post-sale experience.

We're looking for the person who owns that experience end to end — from the welcome email

to the Day-30 check-in — who resolves, not just replies, and never lets a customer feel

forgotten.

What you'll own:

• Run every customer through the full post-sale journey — welcome mail on order close, then updates at first installment, full payment, QC & dispatch, installation and post-installation, plus check-ins on Day 5, 10, 15, 20, 25 and 30.
• Answer detailed product and technical questions across the full range — HealLite red light, IceCode cold plunge, Aura and Bask saunas, Sanctum pod and Vayu HBOT — with real confidence, using the Product Knowledge Base to resolve queries, not just close tickets.
• Handle customer queries across every channel — website, WhatsApp, Amazon, Shopify and Instagram — and respond to every customer, every time, never leaving anyone hanging Partner with Sales to collect the remaining 50% balance on schedule.
• Coordinate the warehouse to push dispatch, and Finance for invoices, quotations and e-way bills.
• Turn internally generated site-visit reports into clean, customer-facing documents and share them.
• Hold warranty boundaries — say "no" clearly, and with empathy.
• Once the day-to-day support settles, automate the milestone flow and keep bringing initiatives that make CX sharper.

You're a fit if you have:

• Confident, polished spoken and written English — you can hold a room and represent a premium brand.
• The ability to absorb technical product knowledge fast and explain it simply.
• Strong organization and follow-through across a multi-stage process — nothing slips.
• Genuine fluency with AI tools to speed up your own work.
• Customer empathy with a backbone — you can say "no" gracefully.

Bonus:

• CS/CX experience in premium wellness, medical devices or high-ticket / capex products
• Experience handling customer queries on Amazon, Shopify and Instagram
• Hands-on with CRM or helpdesk tools; a track record of building automations or improving processes
• Tamil, Hindi and English- fluency
• B2B post-sale or payment-collection coordination experience

You'll thrive here if you take pride in fast responses, love owning a customer from order to Day 30, and care that a problem is resolved, not just closed. You'll struggle if you only want to close tickets and move on, need heavy supervision, or avoid the hard "no" conversations.