Job
Description
About KUKU Founded in 2018, KUKU is India s leading storytelling platform, home to the country s largest digital library of audio stories, short courses, and now, vertical microdramas . With a mission to deliver high-quality, personalized stories across genres from entertainment across multiple formats and languages, KUKU continues to push boundaries and redefine India s entertainment industry. Why Join Us If you re passionate about creating exceptional customer experiences , solving real customer pain points, and leading a high-impact team this role is for you! What You ll Do: 1 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. 2 Listen, Empathize, Analyze & Improve Engage with the 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. 3 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. What You Bring 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!). Why This Role Impact - You shape the way millions of users experience KUKU. Ownership - Your ideas and initiatives directly improve customer happiness. Fast Growth - Be part of a high-energy, fast-moving environment where customer obsession drives innovation. Ready to build India s best customer experience Apply now and let s make customers smile!
