Customer Support/Success Manager
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At a glance
Job overview
Ensures smooth handling of customer complaints and queries, drives high satisfaction through timely resolution, and builds a culture of discipline and empathy within the support team. Oversees the entire support workflow, tracks daily complaints, maintains SOP adherence, trains junior staff, coordinates with production teams, monitors SLA breaches, and creates dashboards and satisfaction logs.
Skills & qualifications
Skills
Full job description
Role Objective Ensure smooth handling of customer complaints and queries, drive high satisfaction through timely resolution, and build a culture of discipline and empathy in the support team. Key Responsibilities
- Oversee entire customer support workflow (hotline + backend)
- Track and manage daily complaints via Google Sheets and WhatsApp
- Ensure SOP adherence for every complaint (logging, tracking, resolution, closure)
- Train and supervise junior support staff (telecaller & backend person)
- Coordinate with production/service teams for faster resolutions
- Monitor SLA breaches and escalate if unresolved >48 hrs
- Call customers for escalated or delayed issues personally
- Maintain and present weekly dashboards: TAT, closure %, SLA status
- Create customer satisfaction (CSAT) logs and call feedback system
- Help define new SOPs, feedback loops, and automation needs
- Support branding through courteous WhatsApp templates and follow-up calls
Must-Have Skills
- Fluent Hindi communication (verbal and written)
- Calm, firm, and empathetic leadership style
- Strong command of Google Sheets, Forms, and WhatsApp workflow
- Ability to train, coach, and hold support team accountable
- Ownership mindset — acts like a founder, not just an employee
Bonus if You Have:
- Experience in EV, battery, inverter, or energy tech customer support
- English-speaking ability for internal meetings and documentation
- Knowledge of tools like Freshdesk, Zoho Desk, or TAT dashboards
Growth Path
- Become Head of Customer Experience in 12–18 months
- Eligible for team bonuses, process innovation rewards, and future ESOP pool
KPIs You’ll Own:
- Complaint Resolution TAT < 48 hrs
- SLA Breach Rate < 10%
- Customer Call Accuracy > 95%
- CSAT (Customer Thank You/Happy Feedbacks) > 5/week
- Weekly Dashboard Submissions (on-time, accurate)
Why Join Enerjazz?
- Play a pivotal role in scaling a high-growth startup redefining mobility for millions.
- Own end-to-end operations with real impact on customer success and business outcomes.
- Work alongside visionary founders and a committed, energetic team.
- Competitive compensation and ESOPs.
Enerjazz Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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