ROLE
– Build the CSAT function from scratch
– Design the actual workflow: how a complaint comes in, where it gets logged, who touches it, how it gets closed
– Set up and own the shared tracker/tool the Support Executives log
– Establish the team’s weekly rhythm — stand-ups, complaint reviews, pending-issue check-ins
– Report driver satisfaction metrics weekly to the Founder’s Office
– Track and report: complaint volume, resolution time, first-response time, repeat-complaint rate, and overall satisfaction trend
– Own relationships with Collections, Tech, and Field Ops
– Act as final escalation owner
– Decide whether an issue needs to go further or can be closed at this level
– Personally handle sensitive, high-risk, or VIP-driver situations

REQUIREMENTS
– Experience: 3–6 years in customer experience, customer success, or operations management
– Prior experience setting up a function from scratch
– Comfortable working with data
– Strong written and verbal communication
– Hindi/Bengali fluency is a strong plus
– Process-oriented
– Comfortable owning a function with high visibility to founders
– Calm under pressure when escalations land