What You Will Do
- Design the full customer journey from sale to long-term service, and map every point
where we touch the customer.
- Write the complete set of call scripts, email templates, and communication flows across
voice, email, SMS, and chat, in native-quality US English.
- Build the escalation and resolution framework and set service-level standards for every
channel.
- Hire, coach, and lead the Mohali customer success and support team as it scales, including
team leads and quality analysts.
- Own customer retention as a number across both homeowners and our platform partners.
Reduce cancellations, drive renewals and repeat service, and turn satisfied customers into
referrals and reviews.
- Define the metrics that matter, build the dashboards, and report customer health to US
leadership every week.
- Be the voice of the customer inside the company and feed insight back to operations,
sales, and finance.
What We Are Looking For
- 6 to 10 years in customer success, customer experience, or customer operations, with at
least 3 to 4 years leading teams.
- You have run customer operations for US or UK customers across voice and digital
channels.
- Native or near-native English, written and spoken. You are comfortable being customer-
facing with US customers and US executives.
- Data-literate. You define metrics, build dashboards, and use numbers to run the function,
not just report on it.
- You thrive in a build-from-zero environment and do not need a finished process handed to
you.
The one thing that matters most: you have built a customer function from scratch before, not
just managed one that already existed. In your application, tell us about one process, program,
or team you built from the ground up and the measurable result it produced.
Pay: ₹110,000.00 - ₹205,000.00 per month
Work Location: In person
