Manager - Customer Experience & Growth

Location: Bengaluru (Work from Office)Compensation: ₹5–10 LPA

About Snuglet

Snuglet is building a trusted childcare ecosystem for modern Indian families. We help parents find reliable, trained babysitters whenever they need an extra pair of hands.

We're looking for someone who loves people, enjoys solving problems and believes that exceptional customer experiences can build exceptional businesses.

The Role

This is not a traditional customer support role. You will own the entire customer journey — from the first enquiry and booking to post-booking experience, retention and repeat usage.

You'll be responsible for ensuring that every parent has a delightful experience and, more importantly, keeps coming back to Snuglet.

Repeat bookings are our largest revenue contributor, and you will directly own driving them.

What you'll do

1. Own the Customer Journey

Be the primary point of contact for parents throughout their Snuglet journey. Understand customer needs, build trust and make first-time parents comfortable using Snuglet. Proactively engage with customers and ensure a seamless experience.

2. Own Repeat Bookings & Retention

Drive repeat usage and build long-term relationships with families. Understand customer behaviour, identify why families return (or don't) and improve retention. Drive reactivations, referrals and increased booking frequency. Build a loyal community of happy Snuglet parents.

3. Own Booking Operations

Manage the end-to-end booking journey, from enquiry to successful fulfilment. Coordinate with the supply team to ensure timely babysitter allocation and arrival. Proactively handle cancellations, replacements and customer escalations.

4. Create Customer Delight

Go beyond resolving queries - anticipate needs and create memorable experiences. Collect feedback, identify friction points and continuously improve customer journeys. Build SOPs, workflows and systems that make the experience better as we scale. Who are we looking for? 2–5 years of experience in customer success, hospitality, operations or client servicing. Excellent communication and relationship-building skills. High ownership, empathy and problem-solving ability.Someone who enjoys speaking to people and building lasting relationships. Comfortable working in a fast-paced startup environment.

Bonus: Experience in hospitality, premium customer experience, consumer internet or childcare.

Why Snuglet? Build the customer experience function from scratch.Work directly with the founders (anushtha and Aastha) and own meaningful business outcomes.Have a direct impact on customer retention and revenue.Be part of building something meaningful for millions of families.

Compensation: ₹5–10 LPA Work Mode: Full-time, Work from Office – Bengaluru