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Customer Support/Success Manager

Enerjazz· Operations
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Hybrid (Noida)INR 240k - INR 600kFull-timePosted 11mo ago

About the role

Role focused on ensuring smooth handling of customer complaints and queries, driving high customer satisfaction through timely resolutions, and building a disciplined, empathetic support culture.

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

Qualifications

  • 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

Skills

Required:Hindi communication (verbal/written)Leadership and coachingGoogle SheetsWhatsApp workflow

Benefits

  • Competitive compensation and ESOPs
  • Growth opportunities including potential to become Head of Customer Experience
Last updated Sep 30, 2026. Interested? Apply on the company site.
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About Enerjazz

Making electric vehicle batteries affordable

Enerjazz is building a battery swapping network (like gasoline stations) for 2M+ commercial electric vehicles in India. We make batteries affordable for EV owners and enable them to earn 80% more.

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