Group Manager - Customer Success

About Keka

Keka has been a silent revolution in the making since our launch 6 years ago. Our steadfast focus on building an employee-centric HR platform was well received by more than 4000 businesses across India and the world. Today we are India’s #1 platform in the segment with the greatest number of new customers adopting the platform. All with zero advertising spend and pure customer love. We are an organization built by our employees. The passion and the extreme ownership that our people bring to the table are contagious. We don’t hide and we aren’t afraid to ask for help. When we fail, we learn, adapt, and do better in the future. This open culture encourages our people to innovate, regardless of their function and across departmental boundaries.

Role Overview

Customer Experience Leader

Key Responsibilities

• Lead a Remote Team:
• Supervise and support a team providing onboarding, customer success, and support, ensuring performance meets KPIs like response time, resolution time, and customer satisfaction.
• Coach and develop team members to improve skills and service quality.
• Onboarding & Success:
• Oversee smooth onboarding processes for new US customers, ensuring they are set up and confident using Keka.
• Drive customer success by proactively addressing issues, enhancing adoption, and reducing churn.
• Customer Support Excellence:
• Act as the escalation point for complex inquiries, ensuring timely resolution via email, chat, and phone.
• Provide empathetic, high-quality support to ensure customer satisfaction.
• Continuous Improvement:
• Gather customer feedback, identify pain points, and implement solutions to improve processes.
• Collaborate with cross-functional teams to address product issues and suggest improvements.
  

Requirements

• 8+ years in customer service or success, with 3+ years in a leadership role.
• Strong leadership, problem-solving, and communication skills.
• Experience with customer experience tools (e.g., Zendesk, Salesforce, Hubspot).
• Ability to manage a remote, night-shift team and thrive in a fast-paced environment.