Job Role : CRM - Asst. Manager
CRM Tools :Zendesk, Salesforce, ShipThis or other CRM tools.
- Customer Experience Lead to build and lead our customer service function from the ground up.
- This is a rare opportunity to shape the customer experience strategy at a fast-growing company.
- You will work on the front lines, craft SOPs, build internal systems, and partner across functions to bring our customers unmatched support, consistency and engagement.
- Customer service department — from team structure and processes to tools and training programs.
- Define and implement scalable workflows, knowledge bases, and communication protocols.
- Create and enforce SOPs to standardize support processes across all customer-facing functions.
Frontline Leadership
- Actively handle customer queries and complaints in the early stages to understand pain points firsthand.
- Filter inbound leads, route inquiries appropriately, and follow through to ensure a world-class experience.
- Serve as the primary voice of the customer to internal stakeholders, ensuring feedback loops drive product and service improvements.
Training & Enablement
- Train cross-functional employees (Sales, Ops, Account Management) on customer interaction best practices.
- Lead the creation of a centralized learning system and internal training resources for new workflows, SKUs, and client services.
Data-Driven Performance
- Define and manage KPIs, SLAs, and CSAT/NPS benchmarks to track customer satisfaction and support efficiency.
- Conduct ongoing quality assessments and performance reviews to drive service excellence.
- Report on customer insights, trends, and satisfaction metrics (CSAT) to the Executive Team regularly.
Cross-Functional Collaboration
- Partner closely with Operations, Product, Tech, and Sales to create a seamless customer journey.
- Lead initiatives that align with company growth plans and operational scalability.
- Assist Account Managers with relationship-building and customer success strategies.
Operational Excellence
- Identify service bottlenecks and lead the design of scalable solutions that grow customer base.
- Manage scheduling, budgeting, and resource planning for the CX department.
- Drive continuous improvement through data analysis, experimentation, and team feedback.
What We’re Looking For
- 6+ years of experience in CX, client success, or customer support, ideally in logistics, eCommerce, or high-growth companies.
- Proven track record of building, scaling, and leading customer-facing teams.
- Exceptional written and verbal communication with executive-level presence.
- Strong project management and data analysis skills (Excel proficiency required).
- Experience working with platforms like Zendesk, Salesforce, ShipThis or other CRM tools.
- Bachelor’s degree or equivalent experience.
Pay: ₹40,000.00 - ₹70,000.00 per month
Benefits:
- Internet reimbursement
- Life insurance
- Provident Fund
Work Location: In person
