### **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 founders and a committed, energetic team.
* Competitive compensation and ESOPs.
---
_Enerjazz Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees._
Visa sponsorship is offered for this role.
