Job
Description
As a Customer Experience Manager at KUKU, you will play a crucial role in ensuring exceptional customer experiences and leading a high-impact team. Your responsibilities will include: - **Lead Customer Experience Across Platforms** - Oversee and mentor a team managing emails, chat, social media, and Play Store queries. - Ensure prompt, thoughtful, and high-quality responses to all customer interactions. - Handle escalations, ensuring quick and effective resolutions. - **Listen, Empathize, Analyze & Improve** - Engage with users on social and support channels to identify issues, trends, and areas of delight. - Conduct customer surveys and deep-dive conversations to uncover key insights. - Work cross-functionally with Product, Tech, and Marketing teams to fix pain points and enhance user experience. - **Optimize Workflows & Build for Scale** - Implement AI-driven automation and chatbots to streamline query resolution. - Continuously improve FAQs, standard responses, and self-service tools. - Analyze data & performance reports to refine strategies and boost team efficiency. **Qualifications Required:** - 8+ years in customer service, with 5+ years leading teams. - A passion for delighting customers and solving real user problems. - Strong leadership & people skills - you can coach teams, manage escalations, and drive impact. - Sharp analytical mindset - you love digging into data, identifying trends, and making data-backed decisions. - Excellent communication skills - written & verbal, across multiple platforms. - Experience with CRM tools, chatbots, JIRA, and analytics platforms (a plus!). If you are looking to make a significant impact, take ownership of customer happiness, and thrive in a fast-paced environment focused on customer obsession, this role at KUKU is the perfect fit for you. Join us in building India's best customer experience and making customers smile. Apply now!,
