Job Description

Key Responsibilities

Customer Support Leadership: Build, train, and lead a customer care team of 5 to deliver prompt, empathetic, and consistent support across all channels. System Setup & Management: Implement and manage CRM / CMS tools (e.g., Freshdesk, Zoho, Zendesk); set up and optimize WhatsApp Business API; manage Exotel / cloud telephony systems. Process Design: Develop and document customer care SOPs, escalation paths, and response frameworks to ensure operational efficiency. Performance Monitoring: Track and improve SLAs, response times, CSAT/NPS scores, and team KPIs. Cross-functional Collaboration: Work closely with Product, Operations, and Marketing teams to channel customer insights into meaningful improvements. Customer Experience Ownership: Be the voice of the customer within the company -- ensuring that empathy and brand values guide every customer interaction.
Requirements

Experience:

4-7 years in Customer Support / Customer Experience, preferably within consumer electronics, D2C, or startup ecosystems. Proven experience in setting up and managing CRM / CMS tools, WhatsApp Business setups, and Exotel or similar systems. Prior experience leading small to mid-sized customer care teams.
Skills & Attributes:

Excellent communication and interpersonal skills. Strong leadership and mentoring capabilities. Analytical and data-driven decision-making mindset. Highly organized, proactive, and adaptable to change. Startup-ready attitude -- hands-on, resourceful, and collaborative.
Why Join Us?

Opportunity to build from scratch and shape the customer experience strategy for a bold new tech brand. Work on innovative products that blend emotional resonance with cutting-edge technology. Ownership, autonomy, and visibility from day one. Vibrant, fast-paced culture based in Bangalore, India.
Job Types: Full-time, Permanent

Pay: ₹1,000,000.00 - ₹1,500,000.00 per year

Work Location: In person