[TW-443] Customer Success Admin (Remote-India)

Why Join us?

Our vision is to build the ecosystem that makes doing the right thing second nature - one small change at a time. With technology and a fresh take on historical logistics, we’re reviving the Milkround — connecting communities with local producers, delivering sustainable goods to doorsteps, and building a truly circular supply chain. We’ve grown from a small UK operation to a community-powered movement, now with a presence in the U.S. — and we’re only just getting started.

The Purpose of The Team

Our Customer Success team is passionate, proactive, and positive, responsible for ensuring exceptional service in the Modern Milkman way. Resolving issues and collaborating with other teams to ensure the customer experience is above and beyond – we put the customers at the heart of any decision made. We don’t just resolve issues — we elevate experiences, help other departments understand our customers better, and ensure our culture is felt in every interaction.

The Role in a Few Words

An organised, behind-the-scenes support to keep the Customer Success team running smoothly across both markets. You’ll manage key admin functions — from dispute handling to help content and reporting prep — with an eye for accuracy, clarity, and consistency.

The Value You Bring

You enable the team to work smarter and allow them to focus on customer centricity. By keeping knowledge bases current, metrics up to date, disputes tracked, and content ready for sign-off, you ensure customers feel the full value of our experience — even if they never speak to you directly. Your work supports our brand tone, insight-gathering across both markets and any compliance needs.

Vision of Success

- Help Centre, FAQs and canned responses are always up to date and prepped for sign-off. Disputes are logged and managed with high accuracy and visibility.
- Data removal requests are fulfilled promptly and compliantly.
- CS tech issue trends are collated and flagged for Product and Tech teams.
- Weekly metric pulls are accurate and on time.
- Internal process docs are easy to access and always current.

Key Responsibilities

- Reporting Support – Gather data and metrics for reporting cycles (reporting ownership remains with CS Manager).
- Process Documentation – Maintain clean, consistent documentation of CS processes and SOPs.
- Content Admin Prep – Own updates to Help Centre, chatbot input, FAQs and canned comms — keeping them current and prepared for review and approval.
- GDPR/Data Removals – Coordinate and log data deletion and privacy requests in line with legal requirements.
- Dispute Management – Handle disputes and tracking across both markets
- Tech Issue Trends – Monitor and collate customer-raised tech issues from CS teams daily/weekly, flag trends or urgent matters to Product Tech.
- Customer Success Data Management - Coordination with other teams, providing any customer success data they might need to support their functions.
- Support with Canned Content bulk communication to customers as required

Skills Behaviours

- Well-organised, methodical, and calm under pressure
- Working knowledge of spreadsheets and data entry
- Attention to detail and confident in understanding brand tone
- Able to follow structured processes and manage recurring tasks
- Great at spotting patterns, flagging inconsistencies, and closing the loop
- Comfortable collaborating across time zones

Targets KPIs

- Dispute SLAs – 100% of disputes responded to before deadlines
- Knowledge base and Help Centre Accuracy – weekly updates across Help Centre, Knowledge Base and canned comms in relation to wider business updates and changes.
- Tech Issue Insights – Weekly insights summary delivered to Customer Success Manager for linking with Product Tech, raising of any urgent issues
- GDPR Compliance – 100% of requests fulfilled on time
- Reporting Readiness - 100% of metrics pull accurately and on time for weekly, monthly and periodical reports
- Documentation Quality – Quarterly review and update of all key CS process docs, with version control and visibility for the Customer Success Management team

Work Schedule

As the client is UK-based, you will be required to work in UK daytime:

- Monday to Friday
- 15:30 - 23:30 IST (10:00 am - 18:00 GMT)

Pay Benefits - What you’ll get in return:

- Annual CTC: 7 to 11 lakhs
- Fully remote role Read more