Customer Support (Greater Kailash)

Customer Support & Consumer Insights Executive Delhi
· Full time | Reports to founders

About Us Permea makes skincare that actually absorbs. Most products sit on the surface; ours use exosome and liposome delivery systems to get actives into the skin, not just onto it. The brand is pre-revenue, the team is small, and the founding logic is tight.

This is our first customer-facing hire. Day-to-day, the job involves handling queries and sorting out delivery issues. But that is only part of it. We want someone who reads patterns who notices that three customers this week asked the same question about the serum, or that RTOs from one city keep spiking on Tuesdays, and brings that back to us. The product decisions we make in the next twelve months will be shaped by what you hear.

WHAT THE ROLE INVOLVES
- Manage customer conversations across WhatsApp, calls, email, and Instagram. You will be the first person most customers ever speak to.
- Resolve queries on products, orders, refunds, and deliveries. When you cannot resolve something, coordinate with logistics or operations until it is closed.
- Talk to South Indian customers in their own language. Tamil, Telugu, Kannada, or Malayalam (at least two of these, conversationally).
- Track NPS and CSAT on a rolling basis. Not just the number; the reasons behind it.
- Dig into RTOs and cancellations. What is causing them, where, and how often. Write it up.
- Maintain clean records. Customer data, support logs, and weekly reports in Excel or Google Sheets.
- Own the SOPs. Follow them, improve them, and flag when they stop working.
- Send a weekly summary to the founders. What customers are saying, what is breaking, what keeps coming up.

WHAT WE NEED
- English, spoken and written, for internal communication.
- Conversational fluency in at least two of: Tamil, Telugu, Kannada, Malayalam. Not reading-level fluency the kind where a frustrated customer feels like they are talking to someone from home.
- Working knowledge of Excel Apply on Kit Job: kitjob.in/job/4mxk9c