Customer Support/Success Manager

Role Objective

Ensure smooth handling of customer complaints and queries, drive high satisfaction through timely resolution, and build a culture of discipline and empathy in the support team.

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Key Responsibilities

• Oversee entire customer support workflow (hotline + backend)
• Track and manage daily complaints via Google Sheets and WhatsApp
• Ensure SOP adherence for every complaint (logging, tracking, resolution, closure)
• Train and supervise junior support staff (telecaller & backend person)
• Coordinate with production/service teams for faster resolutions
• Monitor SLA breaches and escalate if unresolved >48 hrs
• Call customers for escalated or delayed issues personally
• Maintain and present weekly dashboards: TAT, closure %, SLA status
• Create customer satisfaction (CSAT) logs and call feedback system
• Help define new SOPs, feedback loops, and automation needs
• Support branding through courteous WhatsApp templates and follow-up calls

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Must-Have Skills

• Fluent Hindi communication (verbal and written)
• Calm, firm, and empathetic leadership style
• Strong command of Google Sheets, Forms, and WhatsApp workflow
• Ability to train, coach, and hold support team accountable
• Ownership mindset — acts like a founder, not just an employee

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Bonus if You Have:

• Experience in EV, battery, inverter, or energy tech customer support
• English-speaking ability for internal meetings and documentation
• Knowledge of tools like Freshdesk, Zoho Desk, or TAT dashboards

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Growth Path

• Become Head of Customer Experience in 12–18 months
• Eligible for team bonuses, process innovation rewards, and future ESOP pool

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KPIs You’ll Own:

• Complaint Resolution TAT < 48 hrs
• SLA Breach Rate < 10%
• Customer Call Accuracy > 95%
• CSAT (Customer Thank You/Happy Feedbacks) > 5/week
• Weekly Dashboard Submissions (on-time, accurate)

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Why Join Enerjazz?

• Play a pivotal role in scaling a high-growth startup redefining mobility for millions.
• Own end-to-end operations with real impact on customer success and business outcomes.
• Work alongside visionary founders and a committed, energetic team.
• Competitive compensation and ESOPs.

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Enerjazz Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.