Apply: electrobotic.frappe.cloud/jobs
About NOT Drones
NOT Drones (Electrobotic Manufacturing Pvt. Ltd.) is one of India's emerging drone technology companies, designing and manufacturing advanced consumer and defence drones from its 50,000 sq ft facility in Ahmedabad. Our products — including the NOT ORO series and NABHYAN Pro — serve consumers, travel creators, and defence and institutional buyers across India. We are in a high-growth phase and building the operational backbone to support our expanding customer base.
About the Role
We are looking for a Service Manager to own and build our customer service function from the ground up. This is a high-impact, hands-on role — you will be the first formal leader of our service team, responsible for transforming an operationally active but informally structured function into a process-driven, data-backed service operation.
You will work directly with the Founder and leadership team. You will manage a team of Customer Service Agents and a Service Technician Lead (who oversees 2 technicians), and be responsible for the end-to-end warranty claims and service delivery process across all NOT Drones products.
This role is for someone who thrives in building — not just maintaining. If you are energised by taking ownership of a function, fixing what is broken, and building what does not yet exist — this role is for you.
What You Will Own
Process & Operations:
- Own the end-to-end warranty claims and service delivery process — from claim intake to resolution, across all channels (WhatsApp, email, phone, walk-in)
- Enforce ticket discipline across the customer service team — every customer interaction must be logged and tracked in Zoho Desk
- Configure and optimise Zoho Desk and ERPNext for the service function — automation rules, SLA configurations, and reporting dashboards
- Define and implement Standard Operating Procedures (SOPs) for claim handling, repair execution, escalation management, and customer communication
- Manage the SDR framework (Symptom, Defect, Repair, Action Outcome) for consistent defect documentation and resolution tracking
Team Management:
- Manage a team of 4 Customer Service Agents and a Service Technician Lead (who oversees 2 technicians)
- Conduct daily ticket queue reviews, weekly team performance reviews, and monthly reporting to leadership
- Build a culture of accountability, ticket discipline, and customer-first thinking in the team
Customer Experience:
- Ensure all warranty claims are acknowledged within 2 hours and assessed within 48 hours
- Own the escalation decision for complex or high-value claims — FOC vs Paid, refund approvals, etc.
- Maintain CSAT across all closed tickets
- Reduce inbound call volume by improving WhatsApp and self-service resolution capability
Reporting & Governance:
- Produce weekly and monthly service performance reports for leadership — ticket volume, TAT compliance, CSAT, defect analysis, repair cost
- Feed service defect data back to the product and manufacturing team via a structured quality feedback loop
- Review and update the warranty and service policy as products evolve, DGCA regulations change, or customer patterns shift
What We Are Looking For
Must Have:
- 6–10 years of experience in customer service management — consumer electronics, consumer durables, or e-commerce strongly preferred
- Hands-on experience with a CRM tool — Zoho Desk preferred; any structured CRM is acceptable
- Demonstrated ability to build and enforce process in a team that currently operates informally
- Strong written and verbal communication in English and Hindi
- Comfort with data — must be able to read and act on ticket reports, defect trends, and TAT dashboards
Good to Have:
- Working knowledge of ERPNext or any ERP system
- Prior experience in a startup or growth-stage company where processes needed to be built from scratch
- Understanding of consumer electronics or drone technology — technical knowledge is a plus, not a prerequisite
- Experience managing a repair or service centre operation alongside a customer-facing team
Who You Are:
- You take ownership — you do not wait to be told what to do
- You are disciplined about documentation — if it is not in the system, it did not happen
- You can balance empathy with process — warm with customers, firm with the team on standards
- You are comfortable with ambiguity — this role requires building a lot from scratch
- You communicate upward clearly — leadership will rely on your weekly and monthly reports to make decisions
What You Will Not Be Doing
- This is not a call centre management role — we are building a structured service function, not managing a high-volume inbound queue
- This is not a purely administrative role — you will be making judgment calls on warranty claims, escalations, and team structure
- You will not be managing a large, established team — you will be building one
Pay: ₹700,000.00 - ₹1,000,000.00 per year
Ability to commute/relocate:
- Changodar, Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- What is your expected CTC?
Work Location: In person
