Customer Experience Specialist

Location: Bangalore (In-Office)
Experience: 23 Years
Industry: FMCG / FoodTech / D2C / F&B
Function: Customer Experience
Reporting To: Quality & Compliance Head
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 on Blinkit, a first-time
buyer on Amazon, or someone who just had a meal on Swiggy 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.
Omnichannel Support
Own and resolve customer queries across all touchpoints Website/D2C, Amazon, Blinkit,
Zepto, Instamart, Swiggy, Zomato, 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

23 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