Customer Support/Success Manager

Enerjazz is building battery swapping network (like gasoline stations) for 2M+ electric vehicles in India. 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 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 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 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 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) 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) 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. 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. Patent pending battery tech developed inhouse. Interview process has 3-4 stages Introductory Interview: Ex: What is your ideal job role that you want to pursue? Why are you unhappy with your current job? Online interview. Here we will check basic skills, that are required for the job Offline interview/field Assignment