Role
Sits between product and the user. When product flags a cohort stuck in a funnel, this role calls them, resolves the issue live so they can proceed, and turns patterns across calls into clear, product-language feedback — not raw complaints. Requires familiarity with app flows, emotional steadiness with frustrated users, and the ability to read past what users say to what's actually broken.
Core Responsibilities
- Call flagged users; diagnose and resolve their issue live so they can complete the flow.
- Learn app flows and funnels well enough to troubleshoot without escalating.
- Turn recurring patterns across calls into product-language feedback (e.g., "users don't associate 'Scan and Pay' with QR payment," not "users are confused").
- Flag urgent or systemic issues immediately, not just in scheduled reviews.
- Maintain a simple log of calls, issues, and resolutions.
Who Fits the Bill
- Comfortable calling users daily; calm with frustrated callers, doesn't take it personally.
- Reads between the lines to find the real issue, not just the stated complaint.
- Curious about product; willing to learn flows deeply.
- Translates anecdotes into actionable feedback; strong written and verbal communication.
- 1–3 years' experience; background in support, telecalling, or user research is a plus.
- Comfortable with Excel for logging calls and spotting patterns.
Pay: ₹302,204.65 - ₹420,000.00 per year
Work Location: In person
