Customer Operations Head

We are seeking a dedicated and customer-focused Customer Operations Resource to join our team in Gurgaon, India.

As a Customer Operations Resource, you will play a critical role in ensuring our users have a seamless and enjoyable experience while using our carpool app. You will be responsible for addressing customer inquiries, resolving issues, and providing support to both riders and drivers. This position offers an exciting opportunity to be part of a dynamic team in a fast-growing industry.

Responsibilities

Respond to customer inquiries and resolve issues via email, chat, and phone promptly and professionally.

Provide guidance and assistance to users on how to use the carpool app effectively. Troubleshoot technical issues and escalate them to the relevant teams when necessary.

Issue Resolution:

Investigate and resolve user complaints and concerns efficiently and effectively. Collaborate with other teams to ensure timely resolution of complex issues. Maintain a high level of customer satisfaction by addressing problems and finding solutions.

User Education:

Educate users on carpooling best practices, safety guidelines, and app features. Offer tips and suggestions to enhance the user experience and promote responsible carpooling.

Data Analysis:

Analyze user feedback and data to identify trends and areas for improvement. Provide feedback to the product development team to enhance the app's functionality and user experience.

Documentation:

Maintain accurate and detailed records of customer interactions and issue resolutions.

Create and update FAQs and user guides to assist customers in self-service.

Qualifications

Bachelor's degree or equivalent experience.

Excellent written and verbal communication skills in English and one or more regional languages.

Strong problem-solving and interpersonal skills.

Customer-centric mindset with a passion for delivering exceptional service.

Ability to work in a fast-paced and dynamic environment.

Basic knowledge of carpooling concepts and app-based services is preferred.

Prior experience in customer support or operations roles is a plus