Problem statement
Furthering our mission of 'making the feeling of traveling as good as the feeling of arriving' by ensuring that our users continue to remain at the center of everything we do.
Responsibilities
- Ensuring that our customers receive the support they need, whenever they need it, through whatever channels necessary. This means overseeing the smooth functioning of a 24x7 operations, and pre-empting the requirements beforehand to ensure that we don't leave the users hanging.
- Create, implement & help imbibe processes, that will enable us to cater to 10x users within the next 18 months. That is where we are headed. Do you want to sign up for this challenge?
- Identifying and building faster ways to help the users get what they're looking for. We don't automate for the sake of automating, but only when it translates into a better experience for our users.
- When we do automate, it involves working with no-code tools and workflows, which you're expected to be an expert at.
- Be the face of customer experience for the product & tech team. You will be responsible for translating the pain points of the users into feature requests which can be built into the user flow.
- 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. This means that our team mates need to translate their learnings into actions, which requires us to help upskill them further and take the next step in their career. We need you to enable and facilitate that growth for the people in your team.
- Ensuring that we continue to outdo ourselves when it comes to managing real-time emergencies like bus breakdowns, flat tyre, etc.
Requirements
- 7+ years of experience.
- 3+ years of experience with managing a team directly reporting to you.
- Is it a 5-day work week (Mon-Fri) but the work timing will be 3 PM to 12 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.
Potential Growth Paths
- VP of Customer Experience