About the job
Job Title:
Entrepreneur in Residence (EIR) Customer Support Strategy Location:
HSR Layout, Bangalore (Onsite) Role Type:
Full-time
About AppsForBharat (Sri Mandir App)
AppsForBharat, a Series C faith-tech company, builds digital platforms serving the spiritual and devotional needs of hundreds of millions. Our flagship, Sri Mandir
, is the world s largest app for Hindu devotees offering access to rituals, teachings, sacred temples, and a connected devotional community. We re on a mission to serve 100M+ users, bringing structure, accessibility, and meaning to the $44B devotion economy.
Role Overview: EIR Customer Support
Customer Success is a core user touchpoint and a retention lever. As EIR CS, you ll turn CS from support into an AI-enabled system
build the processes, automation, and playbooks the team runs; use AI to automate emails/calls, power agent-assist, and enable self-serve across app, WhatsApp, email, voice, and social. You report into Operations
and work closely with CRM
and Product
to ship user-facing improvements.
What you will own
-
Omni-channel service layer:
Stand up a unified CS stack across app, WhatsApp, email, voice/IVR, and social with single customer identity and end-to-end ticketing.
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AI email voice automation:
Deploy AI to draft/send emails and drive transactional calls (confirmations, status, callbacks, surveys) with smart routing, human-handoff, and auto-summaries.
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Self-serve accurate communication:
Launch cross-channel self-serve (reschedule / cancel / status / name-gotra) and proactive notifications; translate operations constraints into precise templates/guardrails so we resolve fast without over-promising.
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Customer sgement-tiered service model:
With CRM, define customer segments, SLAs, priority channels, and escalation policies; stand up a lightweight priority desk framework for top users.
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Process quality:
Build SOPs, QA rubrics, and root-cause loops for recurrent issues (fulfilment, ritual accuracy, prasad); publish weekly operational health and RCA summaries.
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Team enablement:
Work with the CS lead to upskill agents on new workflows, scripts, and automations; institute training cadences and certification.
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Cross-functional execution:
Coordinate with Ops (fulfilment dependencies), CRM (retention goals and journeys), and Product (feature delivery) to land changes end-to-end.
How you will work (matrix, co-ownership)
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CRM:
Align on segmentation, LTV-based SLAs, deflection/self-serve goals, and retention impact.
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Product/Design/Tech:
Prioritize chat SDKs, self-serve flows, status surfaces, identity linking, notifications.
-
Operations:
Translate ops realities into CS playbooks upskill agents, configure accurate response templates, and set guardrails so we answer well without over-promising.
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Brand/Comms:
Harmonize voice/tone and escalation handling for public channels.
What you ll bring
Customer obsession, first-principles problem solving, and the ability to turn ambiguity into scalable systems. You re ready to ramp up and become fluent with CS metrics, comfortable orchestrating vendors/tools, and great at aligning cross-functional teams around measurable outcomes.
Requirements
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3-5 years of prior experience working at early stage high velocity startups; Even better if you re already building CS automation or integrating AI into CS
-
Proven experience in build AI first products and workflows; strong knowledge of latest developments especially in field of customer support
-
Strong execution and stakeholder management across Product, Ops, and Marketing/CRM.
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Analytical, data-driven communicator with excellent written/spoken clarity.
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Cultural sensitivity; a personal connection to spirituality/devotion is a plus.
Why AppsForBharat
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Shape how millions experience Sri Mandir s most sensitive touchpoints.
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Make CS vertical AI enabled and transform devotee experience
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Lead org-critical projects in a fast-growing environment.
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Calm, collaborative, pet-friendly office in HSR Layout.
