Assistant Manager - CRM

Job Role : **CRM \- Asst. Manager**

CRM Tools :**Zendesk, Salesforce, ShipThis or other CRM tools.**

• Customer Experience Lead to build and lead our customer service function from the ground up.
• This is a rare opportunity to shape the customer experience strategy at a fast\-growing company.
• You will work on the front lines, craft SOPs, build internal systems, and partner across functions to bring our customers unmatched support, consistency and engagement.
• Customer service department — from team structure and processes to tools and training programs.
• Define and implement scalable workflows, knowledge bases, and communication protocols.
• Create and enforce SOPs to standardize support processes across all customer\-facing functions.

• *Frontline Leadership**

• Actively handle customer queries and complaints in the early stages to understand pain points firsthand.
• Filter inbound leads, route inquiries appropriately, and follow through to ensure a world\-class experience.
• Serve as the primary voice of the customer to internal stakeholders, ensuring feedback loops drive product and service improvements.

• *Training \& Enablement**

• Train cross\-functional employees (Sales, Ops, Account Management) on customer interaction best practices.
• Lead the creation of a centralized learning system and internal training resources for new workflows, SKUs, and client services.

• *Data\-Driven Performance**

• Define and manage KPIs, SLAs, and CSAT/NPS benchmarks to track customer satisfaction and support efficiency.
• Conduct ongoing quality assessments and performance reviews to drive service excellence.
• Report on customer insights, trends, and satisfaction metrics (CSAT) to the Executive Team regularly.

• *Cross\-Functional Collaboration**

• Partner closely with Operations, Product, Tech, and Sales to create a seamless customer journey.
• Lead initiatives that align with company growth plans and operational scalability.
• Assist Account Managers with relationship\-building and customer success strategies.

• *Operational Excellence**

• Identify service bottlenecks and lead the design of scalable solutions that grow customer base.
• Manage scheduling, budgeting, and resource planning for the CX department.
• Drive continuous improvement through data analysis, experimentation, and team feedback.

• *What We’re Looking For**

• 6\+ years of experience in CX, client success, or customer support, ideally in logistics, eCommerce, or high\-growth companies.
• Proven track record of building, scaling, and leading customer\-facing teams.
• Exceptional written and verbal communication with executive\-level presence.
• Strong project management and data analysis skills (Excel proficiency required).
• Experience working with platforms like **Zendesk, Salesforce, ShipThis or other CRM tools.**
• Bachelor’s degree or equivalent experience.

Pay: ₹40,000\.00 \- ₹70,000\.00 per month

Benefits

• Internet reimbursement
• Life insurance
• Provident Fund

Work Location: In person