Customer Support/Success Manager at Enerjazz

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. 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 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 Experience in EV, battery

Details

equity range: Noida, UP, IN
experience: 3+ years
job type: Full-time
job url: https://www.ycombinator.com/companies/enerjazz/jobs/Rk9HmIW-customer-support-success-manager
location: Full-time
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 fo

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Enerjazz