Customer Experience Manager

Building scalable solutions to our users’ problems that might occur tomorrow.

Managing a 24x7 team that caters to customer queries via call, chat, email, social, etc.
Help young talent take the next step in their career. We see the CX team as a launchpad, where someone can come in, learn about the user, and then use those insights to build further on them across multiple functions. We need you to enable and facilitate that growth for the people in your team.
Generate deep insights about who our users are and what it is that they care about.
Understand the reasons for which the users need our support and work on building those solutions within the product by working closely with the tech team.
Ensure that user queries are resolved faster. From our experience, that often means automating workflows. You’re going to be working with no-code tools to build these solutions.
Create & implement processes that help the team become more effective & efficient.
Be involved in resolving real-time emergencies like bus breakdowns, flat tyre, etc. and finding solutions that get the users to their destination quickly and safely.

5+ years of experience.
Is it a 5-day work week (Mon-Fri) but the work timing will be 6 PM to 3 AM IST, since the users who we are supporting are primarily in the US.
Extremely tech-savvy. We don’t expect you to know how to code, but you’ll be building solutions on no-code platforms. We want you to understand what that means.
Great analytical skills - being able to generate insights from data. Expertise with excel/sheets is a must.
Strong process orientation & documentation ethic.
Growth mindset and willingness to roll up your sleeves and do whatever it takes to solve the problem you’re working on.
Excellent communication skills and ability to collaborate with a remote team.
Empathy for the customer. If you’re someone who treats every customer like a ticket to be solved, then we’re not a good fit for you