You own the post-order experience for kiranas. You're not running a call centre — you're building the systems, processes, and feedback loops that make customer support a competitive advantage. You track where orders break, why kiranas complain, and translate that into process fixes and product inputs. You work closely with the fulfillment and product teams to close the loop between what goes wrong on the ground and what gets fixed in the product.
Location: Bangalore · Experience: 3–5 yrs experience · Type: Full-time
What you'll do
- Own the post-order experience for kiranas end-to-end
- Build SLAs, escalation flows, resolution frameworks, and CSAT tracking
- Track where orders break and why kiranas complain — turn patterns into action
- Translate ground-level customer pain into crisp product briefs
- Work closely with the fulfillment and product teams to close the loop
What we're looking for
- Atleast 3 years in program management, ops, or customer experience at a consumer internet startup
- Has built or significantly improved a support function — not just managed tickets
- Thinks in systems — SLAs, escalation flows, resolution frameworks, CSAT
- Uses data to identify patterns in complaints before they become crises
- Strong communicator — can translate ground-level customer pain into crisp product briefs
- AI-native — uses tools to automate, track, and improve support workflows
- High agency, low ego