Job
Description
About KUKU KUKU, founded in 2018, is India's leading storytelling platform, hosting the country's largest digital library of audio stories, short courses, and vertical microdramas. With a mission to provide high-quality, personalized stories spanning various genres and languages, KUKU continually pushes boundaries and redefines India's entertainment industry. Why Join Us If you are passionate about creating exceptional customer experiences, addressing genuine customer pain points, and leading a high-impact team, then this role is tailored for you! What You'll Do Lead Customer Experience Across Platforms - Supervise and guide a team handling emails, chat, social media, and Play Store queries. - Ensure timely, considerate, and top-notch responses to all customer interactions. - Manage escalations to ensure swift and effective resolutions. Listen, Empathize, Analyze & Improve - Engage with users on social and support channels to recognize issues, trends, and sources of satisfaction. - Conduct customer surveys and in-depth conversations to unveil key insights. - Collaborate cross-functionally with Product, Tech, and Marketing teams to address pain points and enrich user experience. Optimize Workflows & Build for Scale - Introduce AI-driven automation and chatbots to streamline query resolution processes. - Continuously enhance FAQs, standard responses, and self-service tools. - Analyze data and performance reports to refine strategies and enhance team efficiency. What You Bring - 8+ years of experience in customer service, including 5+ years in team leadership. - A fervor for delighting customers and resolving genuine user issues. - Strong leadership and people skills - adept at coaching teams, managing escalations, and driving impact. - Sharp analytical mindset - enjoy delving into data, spotting trends, and making data-driven decisions. - Excellent communication skills - written and verbal, proficient across multiple platforms. - Familiarity with CRM tools, chatbots, JIRA, and analytics platforms (a plus!). Why This Role - Impact - You influence how millions of users interact with KUKU. - Ownership - Your ideas and initiatives directly enhance customer satisfaction. - Fast Growth - Be part of a dynamic, fast-paced environment where customer obsession fuels innovation. Ready to shape India's best customer experience Apply now and let's bring smiles to our customers!,
