Job Description

About the job
Job Title: Entrepreneur in Residence (EIR) - Customer Support Strategy Location: HSR Layout, Bangalore (Onsite) Role Type: Full-time
About AppsForBharat (Sri Mandir App)
AppsForBharat, a Series C faith-tech company, builds digital platforms serving the spiritual and devotional needs of hundreds of millions. Our flagship, Sri Mandir, is the world's largest app for Hindu devotees-offering access to rituals, teachings, sacred temples, and a connected devotional community. We're on a mission to serve 100M+ users, bringing structure, accessibility, and meaning to the $44B devotion economy.
Role Overview: EIR - Customer Support
Customer Success is a core user touchpoint and a retention lever. As EIR-CS, you'll turn CS from support into an AI-enabled system-build the processes, automation, and playbooks the team runs; use AI to automate emails/calls, power agent-assist, and enable self-serve across app, WhatsApp, email, voice, and social. You report into Operations and work closely with CRM and Product to ship user-facing improvements.
What you will own
Omni-channel service layer: Stand up a unified CS stack across app, WhatsApp, email, voice/IVR, and social with single customer identity and end-to-end ticketing.
AI email & voice automation: Deploy AI to draft/send emails and drive transactional calls (confirmations, status, callbacks, surveys) with smart routing, human-handoff, and auto-summaries.
Self-serve & accurate communication: Launch cross-channel self-serve (reschedule/cancel/status/name-gotra) and proactive notifications; translate operations constraints into precise templates/guardrails so we resolve fast without over-promising.
Customer sgement-tiered service model: With CRM, define customer segments, SLAs, priority channels, and escalation policies; stand up a lightweight "priority desk" framework for top users.
Process & quality: Build SOPs, QA rubrics, and root-cause loops for recurrent issues (fulfilment, ritual accuracy, prasad); publish weekly operational health and RCA summaries.
Team enablement: Work with the CS lead to upskill agents on new workflows, scripts, and automations; institute training cadences and certification.
Cross-functional execution: Coordinate with Ops (fulfilment dependencies), CRM (retention goals and journeys), and Product (feature delivery) to land changes end-to-end.
How you will work (matrix, co-ownership)
CRM: Align on segmentation, LTV-based SLAs, deflection/self-serve goals, and retention impact.
Product/Design/Tech: Prioritize chat SDKs, self-serve flows, status surfaces, identity linking, notifications.
Operations: Translate ops realities into CS playbooks-upskill agents, configure accurate response templates, and set guardrails so we answer well without over-promising.
Brand/Comms: Harmonize voice/tone and escalation handling for public channels.
What you'll bring
Customer obsession, first-principles problem solving, and the ability to turn ambiguity into scalable systems. You're ready to ramp up and become fluent with CS metrics, comfortable orchestrating vendors/tools, and great at aligning cross-functional teams around measurable outcomes.
Requirements
3-5 years of prior experience working at early stage high velocity startups; Even better if you're already building CS automation or integrating AI into CS
Proven experience in build AI first products and workflows; strong knowledge of latest developments especially in field of customer support
Strong execution and stakeholder management across Product, Ops, and Marketing/CRM.
Analytical, data-driven communicator with excellent written/spoken clarity.
Cultural sensitivity; a personal connection to spirituality/devotion is a plus.
Why AppsForBharat
Shape how millions experience Sri Mandir's most sensitive touchpoints.
Make CS vertical AI enabled and transform devotee experience
Lead org-critical projects in a fast-growing environment.
Calm, collaborative, pet-friendly office in HSR Layout.

Skills Required