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.