Customer Success Associate

Job Description

At Scalent, we are hiring for a Customer Success Associate with one of our clients based out of Bangalore which is a travel-tech startup simplifying vacations end-to-end — from flights and stays to visas, itineraries, and experiences — all powered by AI and curated for each traveler. We believe travel should be effortless, personalised, and genuinely enjoyable. Come help us make that a reality.

Key Responsibilities

Customer Journey Management

• Oversee and enhance the end-to-end customer experience, ensuring seamless interactions across all touchpoints.
• Develop and implement strategies to improve customer satisfaction, loyalty, and advocacy.
• Build lasting relationships that lead to repeat bookings and word-of-mouth referrals.

Process Improvement

• Analyze customer feedback and data to identify areas for improvement.
• Collaborate with cross-functional teams to implement solutions that enhance the customer experience.

Performance Metrics

• Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).
• Use insights from these metrics to drive continuous improvement initiatives.

Stakeholder Collaboration

• Work closely with product, marketing, and operations teams to align customer experience strategies with business objectives.
• Serve as the voice of the customer in internal discussions, ensuring customer needs are prioritized.

Requirements

• Bachelor's degree in Business, Marketing, or a related field.
• 1–5 years of experience in customer experience or customer service management, preferably in the travel or hospitality industry.
• Proven track record of leading teams and improving customer satisfaction metrics.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Excellent communication and interpersonal skills.

What We Offer

• Opportunity to be part of an early-stage startup shaping the future of travel in India.
• Work with experienced entrepreneurs with a proven track record of success.
• Direct impact on company growth with a clear path to leadership opportunities.
• Competitive compensation and a dynamic, collaborative team environment.

Job Types: Full-time, Permanent

Pay: ₹300,000.00 - ₹800,000.00 per year

Benefits:

• Paid sick time
• Paid time off

Schedule:

• Day shift

Ability to commute/relocate:

• HSR Layout, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Language:

• Hindi (Required)
• English (Required)

Work Location: In person

Application Deadline: 26/07/2025
Expected Start Date: 28/07/2025