Customer Experience Executive

Job Description: Customer Experience Executive

Location: Chandigarh (CCR)

Company Overview: Theater is a dynamic and rapidly growing fashion start-up based in India. Our mission is to create India's best design-led, mass-premium western fashion company. At present, Theater specializes in footwear, stockings, bags and fragrances for women.

Position Overview: We're looking for an experienced Customer Experience Executive who brings ownership, empathy, and a sharp analytical eye to every customer touchpoint. You'll be the voice of Theater's customers — resolving issues across channels, uncovering systemic pain points, and partnering with internal teams to drive lasting improvements.

Key Responsibilities:

• Own and manage customer interactions across email, phone, and social media - ensuring every response is prompt, accurate, and on-brand.
• Take end-to-end ownership of issue resolution - following through until customers are genuinely satisfied, not just closed out.
• Identify recurring customer pain points and partner with product, operations, and logistics teams to drive systemic fixes, not just one-off patches.
• Maintain structured records of customer interactions, feedback, and outcomes; use Google Sheets and Docs to track trends and report key insights.
• Act as a brand ambassador in every interaction - building genuine customer relationships and reinforcing Theater's identity as a premium brand.
• Mentor or guide junior CX team members when needed, sharing best practices and contributing to team process improvements.

Qualifications and Skills:

• 1.5–3 years of experience in customer service, CX, or a closely related consumer-facing role.
• Excellent verbal and written communication skills across email, phone, and social channels.
• Analytical mindset — comfortable spotting patterns in customer data and translating them into actionable recommendations.
• Proven ability to work cross-functionally with internal teams to solve problems beyond the CX function.
• Proactive problem-solver who identifies and addresses issues before they escalate.
• Proficiency with Google Workspace, particularly Sheets and Docs.

Application Process: Interested candidates can directly apply or send their CVs to [email protected] with the following subject line:

“Customer Experience Executive CV ”

Theater is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Type: Full-time

Pay: From ₹25,000.00 per month

Application Question(s):

• Have you worked with a fashion, lifestyle, or D2C e-commerce brand before?

Experience:

• total: 1 year (Preferred)

Work Location: In person