Senior Manager - Customer Satisfaction & Retention

Roles and Responsibilities: 1. Build the CSAT function from scratch ● Design the actual workflow: how a complaint comes in, where it gets logged, who touches it, how it gets closed. ● Set up and own the shared tracker/tool the Support Executives log ● Establish the team's weekly rhythm — stand-ups, complaint reviews, pending- issue check-ins. 2. Report driver satisfaction metrics weekly to the Founder's Office ● Track and report: complaint volume, resolution time, first-response time, repeat- complaint rate, and overall satisfaction trend. ● Bring not just numbers but patterns 3. Own relationships with Collections, Tech, and Field Ops ● When complaint themes point to a payment/EMI issue → loop in Collections. ● When it's an app or battery performance issue → loop in Tech. ● When it needs a physical visit or hardware fix → loop in Field Ops. ● This person is the connective tissue between "driver said X" and "the right internal team is now aware and acting." 4. Act as final escalation owner ● Anything the 2 Support Executives can't resolve in 24 hours lands here. ● Decides whether an issue needs to go further (e.g., to leadership) or can be closed at this level. ● Personally handles sensitive, high-risk, or VIP-driver situations. Qualifications & Requirements 1. Experience: 3–6 years in customer experience, customer success, or operations management. Prior experience setting up a function from scratch (not just running an existing one) is a strong plus. 2. Skills: Comfortable working with data — should be able to build and read a simple report without hand-holding. Strong written and verbal communication, since this person reports directly to the Founder's Office every week. 3. Language: Hindi/Bengali fluency is a strong plus, since most front-line complaints will come through in these languages and the Manager needs to be able to spot-check conversations directly. 4. Soft requirements: Process-oriented (this is a build-from-zero role, so structure matters), comfortable owning a function with high visibility to founders, calm under pressure when escalations land.