Customer Relationship Management Specialist

Customer Relationship & Escalation Manager

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About the Role

Shridhar LifeSchool is one of India’s leading relationship therapy platforms. With over 20,000 sessions conducted and a client base spanning across India and abroad, we are looking for a highly driven and emotionally intelligent professional to lead our client handling operations.

This role is designed for someone who not only responds to clients but anticipates challenges, understands nuance, and builds systems that create clarity, consistency, and care. You will work directly with the founder and play a critical role in shaping how we handle sensitive cases, escalations, lead management, and communication across platforms.

Responsibilities

Client Handling & Escalations

• Respond promptly and intelligently to client messages via WhatsApp, Meta Inbox, Instagram DMs, and Email.
• Adapt your tone and approach based on client category: new leads, existing/active clients, past clients, or potential clients.
• Navigate emotional escalations with tact, empathy, and psychological insight.
• Ensure every incoming escalation or complex query is resolved, closed, and documented without delay.

SOPs & Workflow Systems

• Create, document, and maintain Standard Operating Procedures (SOPs) for all client interactions, including lead management, transfers, refunds, and retention.
• Standardize communication guidelines and escalation paths across platforms and team roles.
• Build systems that reduce ambiguity and ensure no task is lost or delayed.

Operations & Gap Analysis

• Identify gaps in current processes across support, sales, and delivery functions.
• Fix errors in Zoho CRM, Excel sheets, and internal tracking systems proactively.
• Ensure data accuracy and operational efficiency in session management, client status, and lead stages.

Cross-Team Coordination & Leadership

• Coordinate closely with the therapy, tech, and sales teams to ensure smooth handovers and case progressions.
• Keep the leadership team informed about escalations, blockers, and unique client concerns.
• Take complete ownership of assigned tasks with a clear finish mindset—nothing goes unnoticed or unresolved.

Client Experience & Sales Intelligence

• Engage in strategic conversations with clients including onboarding, navigation calls, and negotiation calls.
• Understand psychological sensitivity in communication, especially when dealing with clients who have mental health challenges, emotional urgency, and high expectations from us
• Combine sales acumen with empathy to create trust and manage expectations.

You Will Thrive in This Role If You Are

• Highly proactive, dependable, and solution-oriented.
• Comfortable in fast-paced environments with high emotional stakes.
• A system thinker who can convert chaos into structure and conversation into documentation.
• Capable of working independently with sharp judgment and accountability.
• Quick to understand emotional tone and adapt communication style accordingly.
• An executor who follows through and informs—your work is seen, tracked, and completed.

Required

• Bachelor’s or Master’s in Psychology, Business, Communication, or Operations.
• 5-8 years of experience in inbound calls, client support, operations, or escalation handling.
• Fluency in English and Hindi (spoken and written).

Hands-on experience with:

• Excel / Google Sheets (filters, lookups, dashboards)
• Zoho CRM or equivalent platforms
• Google Workspace (Docs, Calendar, Drive)
• Meta Business Suite and Instagram Inbox
• AI tools such as ChatGPT, Notion AI, or productivity integrations
• Canva or Figma (basic design proficiency)

Preferred

• Experience in therapy, coaching, or healthcare-related client work.
• Past experience in founder-led startups or early-stage companies.
• Exposure to handling emotionally complex client queries in service-oriented businesses.