Take accountability to ensure customer delight for every 1P customer.
Create and enforce workflows to ensure service SLAs are met for both offline and online customers.
Design self-service workflows to improve overall customer experience.
Work with city leads to ensure partners meet defined performance expectations.
Create and implement customer service automation bots to resolve complex problems in a structured way.
Monitor the effectiveness of bots and self-service tools, analyze customer feedback, and take corrective actions.
Collaborate across teams to identify customer experience improvement areas and execute initiatives across geographies.

You'd fit in if:

You can drive a high-performance and customer-focused culture:
Be obsessed with metrics, identify root causes, and drive improvements across speed, reliability, customer experience, and cost.
Keen observation skills:
Ability to study audience engagement and build healthy retention and re-engagement metrics.
Data-driven mindset:
Identify key metrics, extract insights from customer analytics dashboards, and define suitable actions.
Strong communication:
Excellent communication and stakeholder management skills.
Build a versatile and transparent culture:
Hire complementary talent, over-communicate with teams, and remain approachable.
Work with an owners mindset:
Act as an owner, represent company values, and serve as a culture carrier.

Join Us

Full-time role
Competitive salary
Generous stock options

Other perks and benefits

Well take care of you:
Annual team retreats, meal allowance, and wellness support for physical and mental health.
Health insurance benefits:
Comprehensive health insurance coverage up to 10L.

The job location mentioned in this description is based on publicly available information or company headquarters. Candidates are advised to verify the exact job location directly with the employer before applying.

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