About the role
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
