Customer Experience & Escalations Manager

Employment Type: Full-time

Work Days: 6 days a week (4 days in office + 2 days WFH)

Please fill out the Google form below for screening

https://forms.gle/PZagJjNi121chCBz8

About Us:

We are a fast-growing medical weight loss company that is redefining health and wellness through a combination of medications, expert coaching, and fitness consultations. Our goal is to provide an unparalleled customer experience, ensuring that every user achieves their health goals with the highest level of support and care. As a startup, we operate in a fast-paced, high-impact environment where ownership, leadership, and execution drive success.

Role Overview:

We are looking for a highly driven Customer Success Manager who thrives in a dynamic, high-growth environment. This role requires strong leadership, problem-solving, and execution skills to ensure an exceptional customer experience. The ideal candidate will take ownership of escalations, drive operational excellence, and manage customer success initiatives from start to finish.

Key Responsibilities:

• Escalation Management: Be on top of all user escalations, ensuring a structured escalation process and timely resolution of tickets.
• Customer Feedback & NPS Management: Monitor NPS closely, collect customer feedback, derive insights, and collaborate with stakeholders to address operational or experience-related challenges.
• Operational Execution: Oversee key operational tasks such as blood test scheduling and doctor consultation bookings by effectively managing a team of dedicated resources.
• Process Optimisation: Identify inefficiencies in customer success operations and implement solutions to enhance user experience.
• Cross-functional Collaboration: Work closely with product, operations, and coaching teams to drive projects that improve the overall customer journey.
• Data-Driven Decision Making: Leverage customer insights and data analytics to identify trends, predict customer needs, and implement targeted interventions.
• Leadership & Ownership: Act as a leader within the organization, proactively solving problems, driving accountability, and setting high standards for execution.

Who You Are:

• A self-starter with a strong sense of ownership and leadership.
• Comfortable working in a fast-paced, startup environment with demanding timelines.
• Passionate about customer experience and operational excellence.
• Detail-oriented and data-driven, with the ability to translate insights into actionable strategies.
• A strong communicator and collaborator, able to influence and work across teams effectively.

• Skills:
• Excellent communication, problem-solving, and execution skills.
• Comfortable working with Excel/Google Sheets.
• Education: B.Tech / B.Com / MBA from a Tier 1/2 college.
• Experience: At least 3-4 years of overall experience, with a minimum of 2 years in a startup.
• Project Ownership: Proven experience in owning projects and managing resources in a previous organization.

Why Join Us?

• High-Growth Opportunity: Build a career in a rapidly expanding industry with direct exposure to senior leadership.
• Develop Key Skills: Gain expertise in time management, operational excellence, and data-driven decision-making.
• Make an Impact: Play a crucial role in shaping the customer experience and improving lives through our weight loss solutions.
• Dynamic Work Culture: Join a passionate team that values execution, innovation, and customer-first thinking.

Apply Now - https://forms.gle/PZagJjNi121chCBz8