About Nap Chief: Nap Chief is a fast-growing D2C kids wear brand creating fun, comfortable, and stylish clothing for little ones. We believe in making every childs day brighter with high-quality, playful designs that parents love. Our team is small, energetic, and passionate about building a brand that makes a real difference.
What Youll Do:
- Lead and mentor the customer success and support team to deliver a world-class post-purchase experience.
- Build and implement structured systems for query management, resolution time, and escalation tracking.
- Own customer satisfaction and loyalty metrics (NPS, CSAT, repeat rate).
- Identify at-risk customers and build retention and win-back strategies.
- Work cross-functionally with Growth, Ops, and Brand teams to improve customer journey touchpoints.
- Train and empower team members with templates, tone of voice guidelines, and empathy-based communication.
- Analyse complaint trends, returns, and feedback loops to reduce friction.
- Maintain proactive communication with high-value or repeat customers.
- Develop insights from customer conversations to guide product and marketing decisions.
- Present monthly dashboards to leadership with learnings, patterns, and action plans.
- Build an ownership culture where each executive is accountable for experience and resolution quality.
- Conduct weekly team reviews to ensure alignment, coaching, and continuous improvement.
What Were Looking For:
- Customer success strategy & team management
- Empathy, patience, and diplomacy
- NPS and retention analytics
- Strong communication and storytelling with customers
- Problem-solving and crisis management
- SOP creation and workflow optimization
- Collaboration with brand & growth teams
- Data-driven decision making
- Leadership through coaching and empowerment
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