Customer Experience Manager

Job Description

Location: Gurgaon (in-office) Experience: 4–8 years Team: Onboarding, Support, Customer Success Company: QuickReply.ai – Full-Funnel WhatsApp Marketing Automation Platform 🧩 About the Role We’re looking for someone who can bring structure, clarity, and accountability to our post-sales journey. You'll lead onboarding, support, and customer success operations — and make sure every customer gets the best experience, from Day 1 to retention. You’ll work closely with our Strategic Solutions Director (who handles complex clients and implementations) to build a smooth, scalable machine. 🎯 What You'll Own Manage the onboarding, support, and CS teams Build and enforce SOPs, SLAs, hygiene processes Track and improve onboarding timelines, ticket SLAs, CSAT Coordinate with solutioning team to triage implementation complexity Run internal reviews, weekly dashboards, and health checks Be the go-to person for all CX escalations (except strategic accounts) ✅ What We're Looking For 4–8 years in CX / CS / Onboarding / Support leadership in SaaS Proven experience in team management and operations Strong process mindset – knows how to reduce chaos and bring order Tools: WhatsApp, Zoho Desk, Asana, HubSpot, Slack, G-Sheets (or similar) Bonus: Worked in B2B SaaS, MarTech, Shopify/D2C tech ecosystem 💡 Why Join QuickReply.ai? We’re a fast-growing SaaS solving real retention problems for business You’ll build CX from the ground up — not maintain someone else's playbook Get a front-row seat to product, sales, and strategic growth Work directly with founders who value autonomy and ownership Loved by 100s of businesses — now expanding fast beyond This is a high-impact role with full visibility and a clear growth path to Director-level leadership. Show more Show less