Head - Customer Success

Job Description:

At Biotastic Health Systems, our vision is to empower individuals to live longer, healthier, and more vibrant lives through innovative, science-backed biohacking solutions. We believe in optimizing wellness by combining technology and self-care to amplify vitality and longevity. From Red Light Therapy and Infrared Saunas to Cold Therapy systems, our holistic solutions are designed to enhance skin health, boost energy, and improve mental clarity. Wellness isn’t just about recovery—it’s about achieving your full potential. Biotastic transforms ordinary health practices into extraordinary outcomes.As a Customer Support Manager, you will turn customers into long-term brand advocates by delivering world-class support, proactive communication, and personalized wellness experiences.

Key Responsibilities:

Customer Journey Optimization

• Own and enhance the entire customer experience cycle from inquiry to post-purchase.
• Develop educational content (onboarding guides, video tutorials, webinars).
• Implement customer feedback loops to improve products & services.

Customer Support & Service Excellence

• Set up & manage multi-channel support (WhatsApp, Email, Calls, Social Media).
• Reduce response & resolution times by optimizing SOPs.
• Handle queries and orders on Shopify and Amazon
• Build a pre-written FAQ & response database to streamline common queries.
• Train & manage a customer support team to ensure 100% satisfaction.

Retention & Loyalty Programs

• Develop a customer loyalty & referral program to drive repeat purchases.
• Track Net Promoter Score (NPS) & Customer Satisfaction (CSAT) to measure success.
• Identify customer pain points & collaborate with product & marketing teams to improve engagement.

After-Sales & Warranty Support

• Implement a smooth returns, maintenance & warranty process for ice baths, saunas, and red light therapy panels.
• Work with the Product & Operations Team to ensure quick service resolution.
• Track product defects, return rates, and service tickets to enhance quality control.

CRM & Data-Driven Customer Insights

• Implement & manage a Customer Relationship Management (CRM) system (HubSpot, Odoo, Zoho).
• Use customer data & AI automation to personalize interactions & increase engagement.
• Handle Shopify and Amazon backend (whenever required)
• Analyze buying behavior to predict & drive repeat purchases.

Community Building & Brand Advocacy

• Engage with customers through social media, wellness events, and email marketing.
• Encourage & manage user-generated content (testimonials, reviews, and transformation stories).
• Convert satisfied customers into brand ambassadors through influencer referral programs.
• Handle Whatsapp Automation for CRM

PS. WE DO NOT ENCOURAGE WALK-IN INTERVIEWS. CONSIDER SHORTLISTED ONLY IF YOU RECEIVE A CALL FROM OUR TEAM