### **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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