What the role involves
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.
About Enerjazz
Enerjazz is building a battery swapping network (like gasoline stations) for 2M+ commercial electric vehicles in India. We make batteries affordable for EV owners and enable them to earn 80% more.
Full Enerjazz profile