Lead - Customer Experience

You will be working with the

After Sales

Team in Bengaluru.This team runs on a hustle mindset with an objective to increase Exponent Energy's market share in the city of Bengaluru and beyond and help more people adapt to 15-minute rapid charging technology achieved by our Flexible Energy Stack, which consists of the e^pack (battery pack) and e^pump (charging station).Our philosophy:

Break. Believe. Build

Break stuff. Break assumptions. Break the thumb rule.Believe in the team. Believe in the process. Believe through failures.Build fast. Build passionately. Build to simplify.

Roles & Responsibilities:

• Developing and implementing strategies that optimize customer satisfaction
• Identifying key touch points in the customer journey and optimizing them for improved customer experience
• Capturing customer insights and aligning with other functions for solutions
• Training and leading a team of customer service staff to deliver excellent customer service
• Collaborating with other departments to ensure consistency of customer service
• Monitoring and reporting on customer satisfaction metrics
• Build and maintain strong relationships with customers, addressing their service needs, resolving issues promptly, and ensuring high levels of customer satisfaction
• Monitor service CS performance, analyze data to identify areas for improvement, and report to senior management
• Track key metrics like customer satisfaction, NPS, and churn rate
• Mentor CX teams to ensure they are aligned with the company's CX goals
• Promote a customer-centric mindset across the organization
  

About The Candidate

Diploma in Mechanical / Automobile Engineering with min. 4/5 years of experience at the Regional / national level - ‘After Sales' from any 3-Wheeler / Commercial Vehicle-OEM.Overall, 8/10 years of experience in the EV OEM will be preferred.

What matters:

Quality of workApproach towards problem-solvingDissatisfaction towards mediocre workResilient attitude to bounce back after failing

About Us

Exponent simplifies energy for EVs.Co-founded by Arun Vinayak (Ather Energy's Founding Partner & Former Chief Product Officer) and Sanjay Byalal (Former hardware strategic sourcing and cell strategy lead, Ather and Former Supply Chain Lead, HUL), Exponent focuses on solving two sides of the energy problem by building the e^pack (charging station) and e^pump (battery pack) which together unlock 15-min rapid charging.The 200+ strong team of passionate builders have a ton of EV experience and are currently looking for more builders to join one of the best EV teams in India to build & scale Exponent.