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.