CLIENT EXPERIENCE LEAD

About the role

The Keeper of Good News. You’ll look after every family we work with: first enquiries, visits, updates, gentle reminders and the small moments that make people feel cared for.

Responsibilities

• Answer every enquiry warmly and quickly.
• Plan consultations and visits around people’s real lives.
• Share news clearly, the good and the not‑so‑good.
• Gather feedback and turn it into better habits.
• Plan the handover moment families remember.
• A typical Tuesday: reply to last night’s enquiries before the chai goes cold (≈9:30); book three consultations around a newborn’s nap times (≈11:30); call a family about a delay before they have to ask (≈14:30); write a handover card for a family moving in on Sunday (≈17:00).

Requirements

• Experience in hospitality, customer success or sales support.
• A genuinely warm phone voice.
• Organisation that never drops a thread.
• Calm with upset people.
• Fluent in Malayalam and English.
• Bonus: Hindi, Tamil or Kannada.
• A love of interiors.
• Comfortable using a CRM.
• Avoid hard‑selling, reading from scripts, or saying “we’ll get back to you” without follow‑through.

Benefits

• Room to grow at your pace – no sink‑or‑swim.
• A founder walks beside you until you’re ready to lead.
• First week: learn every step of a Belong home.
• First month: own enquiries and family updates.
• First season: shape how every family feels about Belong.