Sales

Executive - Customer Success & Conversions

We are looking for a Customer Success & Conversions Executive with 1–2 years of experience in a D2C brand, preferably in customer success, tele-sales, or a generalist role. The role will involve handling inbound customer queries, recovering abandoned checkouts, converting customer enquiries into orders, confirming placed orders, and driving customer reviews. The candidate will be responsible for creating a smooth and premium customer experience while also contributing directly to sales conversions.

On-site, MumbaiOn-site

What you'll do

The outcomes and responsibilities this role will own.

Abandoned Checkout Recovery
Call customers who drop off at checkout, understand what held them back, and help them complete the purchase.
Address objections around price, comfort, delivery, or the trial promise with clear, confident answers.
Track recovery outcomes and feed recurring drop-off reasons back to the team so we fix them at source.
Inbound Support & Conversions
Be the first voice customers reach - answer inbound calls on products, offers, delivery, and the 365-night trial.
Guide undecided shoppers to the right mattress and convert genuine intent into orders, not just resolve queries.
Resolve issues end-to-end with a calm, helpful tone that reflects a premium, trusted brand.
Order Confirmation
Call to confirm every order placed, validating address, contact, and delivery preferences before dispatch.
Reduce returns and failed deliveries by catching mistakes early and setting clear delivery expectations.
Maintain a 100% confirmation discipline - no order ships unconfirmed.
Customer Reviews & Advocacy
Follow up with delivered customers and encourage them to leave honest reviews on the website.
Make leaving a review effortless by guiding customers through the steps over call or message.
Surface standout feedback and testimonials the brand and marketing teams can build on.

What we're looking for

The experience and capabilities that matter most for this search.

1-2 years of experience in a D2C brand in customer success, tele-sales, or a generalist
role.
Great spoken communication in English (other Indian languages are a plus) - warm,
clear, and persuasive on a call.
A natural ability to convert: comfortable handling objections and asking for the order.
Strong process orientation - keeps trackers clean, follows up reliably, and never lets an
order slip.
A figure-it-out mindset that thrives in an early-stage, fast-moving launch with low
structure.
Comfort with basic tools - Shopify, spreadsheets, and a CRM or calling tracker.

Executive - Customer Success & Conversions

What you'll do

What we're looking for

Interview journey

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